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Job Title: Helpdesk Consultant
Location: Remote and San Mateo, CA (1-2x/week) --LOCAL ONLY
Length: 3-6 months, possible contract to hire

We are looking for a customer-oriented Helpdesk Engineer to join the Global IT Team. In this role you will be working in a fast passed environment by providing efficient, first line support in-person or virtually, through remote control software and/or over the phone to users located throughout the globe.

Responsibilities:

• Provide tier 1 support to client's worldwide employees on all IT matters (system, network, accounts, etc.)
• Help build and maintain laptops for the Imperva global workforce
• Take ownership of requests, incidents and problems originating from direct calls, Helpdesk tickets and self-service tickets
• Collaborate and execute the delivery of Imperva onboarding and offboarding; includes account administration, desktop/laptop automation and installation, network access and other IT tasks
• Coordinate services and support with the other members of the global Helpdesk team
• Manage and coordinate urgent and complicated support issues
• Determine root cause of issues and communicate appropriately to internal customers
• Provide backup support as needed to support business demands including on-call rotation availability
• Create and maintain IT Self-Help (end user) and Helpdesk (internal) specific process documentation

REQUIREMENTS
3-5 years of experience in a technical role providing remote support in
a technical Helpdesk environment, with a track record of achieving
productivity goals
Excellent verbal and written communications skills
Extensive knowledge of PC/Mac computer hardware, software,
peripherals, and operating systems
Extensive knowledge of supporting: Windows 10, MacOS, Microsoft365,
Zoom, Slack, G-Suite, Active Directory, Azure AD, SCCM, InTune, Jamf