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Desktop Support Technician

About your team
The Desktop Support Technician is part of the IT Operations department which is currently a 4 person distributed team based in Sebastopol and Boston. The team is a tight-knit group that enjoys customer service, destroying problems, and creating innovative solutions to make our customers' lives better. We are highly collaborative and enjoy sharing our knowledge and expertise. We help some of the smartest people work on some of the most advanced concepts in the industry. This position is located at our Sebastopol, CA and our Boston, MA office and will report to the Manager, IT Operations & Infrastructure.
About the Job
The Desktop Triage Support Technician is responsible for building & maintaining the desktop systems and software for the majority of computers at O'Reilly Media, Inc.. This includes, but is not limited to, Macintosh and Windows PC's, printers and services. Additional tasks include installing/configuring new desktop/laptop hardware, system performance tuning and general maintenance (anti-virus, backups, etc.).
The position is responsible for the following:
First level support that requires response to end-user support technology requests via email, IM, phone, tickets, and walk-ups
Provides technical support for workstations, laptops, printers, computer peripherals, mobile devices, corporate applications, and more
Works closely with the operations and development teams in resolving issues and routing support requests
Tracks outages, issues, and updates internal status page with latest information
Manage work using help desk ticketing system
Follow-up on all tickets in a timely manner
Write concise, informative tickets. Publish to knowledgebase when appropriate.
Act as a liaison between customers and technical escalation teams
Images and deploys computers and software to existing and new users
Help with A/V set up for communication events
Continually monitors and suggests improvement in processes and procedures
Manage local and remote desktop backups
Advanced knowledge of one operating system and working knowledge of a second operating system
Knowledge of at least one programming language (such as PowerShell, bash, python)
Working knowledge of network topology and security
Ability to organize multiple tasks and priorities for personal and project time management with little supervision
Ability to solve technical and system issues with little to no supervision
Excellent oral communication skills and good writing skills
About You:
Works well in a collaborative team environment
Advanced knowledge of iOS and Mac OS X
Advanced knowledge of Microsoft Windows/Office
Advanced knowledge of Google Apps
Basic knowledge of Okta
Basic knowledge of Atlassian services: Confluence Wiki and Jira Ticketing
Knowledge of network topologies and security concepts
Basic knowledge of Active Directory
Ability to organize multiple tasks and priorities for project time management with little supervision.
Ability to solve technical and system issues with little to no supervision.
Excellent oral communication skills and good writing skills.
Minimum Qualifications:
3+ years experience in desktop support role supporting a diverse set systems including Microsoft and Apple.

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