Desktop Support Technician at POPSUGAR
San Francisco, CA, US
POPSUGAR is looking for a Desktop Support Technician to support our San Francisco user base. Desktop Support Technicians report to the IT Operations Manager and must be technically excellent and willing to provide fantastic customer service in a fast paced environment with exceptionally demanding customers and constantly changing needs. 
 

Responsibilities
Provide first and second level of response for all hardware/ software and messaging problems on Macintosh and Windows platforms
Perform configuration for new equipment and launches
Participate in the development and administration of workflow processes
Constant use of trouble ticketing system to open helpdesk tickets, provide metrics, and identify sources and trends of technical problems to prevent future occurrences
Provide follow-up calls and status to ensure satisfactory issue resolution and excellent customer service to users
Assist in the maintenance of system hardware inventory, organizing and distributing reports
Make recommendations to improve product and service support capabilities
Work scheduled on-call shifts
 
Technical
Advanced knowledge of OS X, Windows, iOS, and Android
Advanced hardware of MacBook Retina, MacBook Air, Mac Pro, iMac, Mac Mini, Lenovo laptops, iPhone, and Android
Knowledge of G Suite, Adobe Products, VMWare, Microsoft Office, and JAMF Casper Suite
Strong Familiarity with Networking Fundamentals
Experience Troubleshooting tools and techniques
Working knowledge of VPN, Active Directory
 
Teamwork
Be able to work both independently and within a team
Ability to work independently on small projects and/or lead small project teams within the scope of the project or specialization
Excellent communication skills, both written and verbal
Must have initiative
Great customer service skills
Excellent troubleshooting skills
Excellent time management skills
Ability to respond to rapidly changing priorities, tight timelines, and a fast-paced environment
 
Education:
College degree



POPSUGAR Inc. is the leading digital lifestyle brand for women globally. The company reaches young women through its digital media brand, POPSUGAR, its quarterly subscription box POPSUGAR Must Have,  its makeup line Beauty by POPSUGAR and the POPSUGAR Collection at Kohl’s.  POPSUGAR delivers  positive and purpose-driven content across multiple platforms spanning entertainment, fashion, beauty, fitness, parenting, and more. POPSUGAR reaches 1 in 2 millennial women in the United States and leads all women’s lifestyle publishers in user engagement.  
POPSUGAR Inc. operations internationally include Australia, the Middle East, and the UK, with offices in San Francisco, New York, Los Angeles, Chicago, and London. The company is privately held and funded by Sequoia Capital and IVP. For more information about POPSUGAR Inc., visit corp.popsugar.com.