Global Service Desk Associate Location: Redwood City (onsite) Duration: 4-5 Months Description: Global Service Desk Associate is responsible for providing level 2 support by responding to, evaluating, and prioritizing incoming IT support requests entered the IT service desk by internal end-users in a flexible, fast-paced, and growing, but very customer-focused environment. These requests are based on all metros where client has internal employees and on hardware and/or software issues affecting end-user technology devices including desktops/laptops running Windows 11, Apple MacBooks, iPhones, Android phones, Zoom-Enabled Rooms/Workspace, and Zoom phones. Follows-up on any open incidents, escalates to Sr. IT team members (when appropriate), to ensure all SLAs are met and incidents are resolved in a short time frame. Ability to be dynamic and reactive as well as create and drive processes to increase IT efficiency, drive proactiveness, and educate end-users on how best to utilize the technology provided. Responsibilities: Troubleshoot to resolution Windows 11, macOS, Microsoft 365, and other internal application software issues as assigned Image, configure, upgrade, and repair desktops and laptops from leading vendors such as Lenovo, a Consumer Electronics company and Microsoft Perform daily walkthrough and issue resolution with Zoom-Enabled Rooms Complete desktop and telecom-related projects as assigned (e.g., software or hardware deployments, office moves, IT license audits, etc.). Help troubleshoot and work with telecom engineers to resolve end-user telecom issues Provide outstanding customer service Build and maintain IT knowledge base by creating knowledge management articles Ability to lift 50 lbs Qualifications: Extensive knowledge of Windows 11, macOS, and Microsoft 365 Support knowledge and experience with hardware from Lenovo, a Consumer Electronics company, Microsoft, and Apple Administration experience with Zoom Admin portal Host and moderator experience with Zoom virtual meeting Understanding of system administration, basic networking, and VoIP concepts 4 - 6 years’ experience working in a fast-paced and dynamic but VERY customer-focused IT Helpdesk environment Bachelor’s degree in computer science or MIS or equivalent work experience Desired technical experience and knowledge Microsoft Intune or SCCM JAMF MDM Active Directory administration Microsoft 365 Certified: Modern Desktop Administrator Associate Detail-oriented, deadline, and results-driven Excellent written and verbal communication skills Strong customer service background As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.