Desktop Support Technician This position will be on the front lines of Tesla Motors’ IT systems support. IT Desktop Technicians will be the face of IT for internal customers. The primary task of this position will be to troubleshoot and resolve endpoint issues, install and support the systems, and assist with the day-to-day operations for Tesla’s global IT infrastructure to provide for the growth of Tesla’s initiatives. These duties will be performed in compliance with policy guidelines and within timeframes as defined in the team’s SLAs and/or project requirements. Job Summary:
Provide day-to-day delivery and technical support for end-users of desktop applications, telephones, handheld email devices, printers and computer hardware.
? 35% Supports Windows desktop OS. Diagnoses and troubleshoots computer and general network issues.
? 10% Provides timely resolution of end user problems
? 20% Provide support for field personnel remote communications and connectivity
? 10% Basic administration of phone systems
? 25% As necessary, performs other duties as required.
? Other Responsibilities: Perform other related duties as assigned, based on the business need
? Ability to communicate effectively both orally and in writing and to establish and maintain cooperative working relationships with persons contacted in the course of performing assigned duties including company management and outside business associates.
? Exercise independent judgment consistent with department guidelines\standards.
? Organize and prioritize workflow and to meet established timeframes.
? Maintain updated knowledge of policies, procedures, products and activities of assigned area.
? Requires a Bachelor’s degree in computer science or equivalent training/education.
? Requires 5 years’ experience in desktop support and must have 2 years of experience supporting international and or global organizations. ? Knowledge of Windows and OS X environment and computer hardware and software at an intermediate or advanced level
? Experience in provisioning & support with Avaya VOIP hardware/software or an equivalent VOIP ecosystem.
? Must have experience working with ticket based systems for registering incidents and requests.
? Knowledge of IP networks, DNS, DHCP and experience with troubleshooting all aspects of wired and wireless configurations.
? Experience with MS SCCM or equivalent computer imaging. ? Experienced in remote customer support including wireless LAN access, VPN, DSL, and Cable services ? Experience in Backups, Active Directory, Exchange 2007/2010, and Windows server environments ? Experienced in supporting smartphones (Blackberry, Droid, iPhone and iPad) and other mobile devices ? Ability to troubleshoot and resolve issues with PC’s, Powerful Workstations, Laptop hardware and software ? Experienced in Altiris (Imaging, packaging, scripting)
? Excellent oral and written communication skills and able to communicate, read, and write effectively in the English language on all levels. ? Excellent customer service skills, strong attention to details with excellent follow up ? General understanding of server computing, networking, phone setup- support, storage, virtualization and business applications ? Travel to and from Tesla offices both domestically and internationally required ? Strong team-player ? Problem-solving. ? Strong attention to detail. ? Stress tolerance. ? Able to thrive in a Dynamic and Innovative environment. ? Strong personal integrity and has the highest ethical standards. ? Prior experience in site setup is preferred