• Desktop Support Technician

    Job Locations US-CA-San Francisco
    Category
    IT/Technology Management
  • Overview

    Fuel your intellectual curiosity and professional growth. Forrester is an idea company, where smart, motivated, curious people bring a diversity of opinions and the courage of their convictions to collaborate on ideas that change the course of business. Most of all, bring a point of view; here, every voice has value. At Forrester, you’ll work with innovative clients at emerging and established brands; these are the business and technology leaders we inspire and who inspire us. The Forrester experience is built on a singular, powerful purpose: to challenge thinking and lead change.

    About This Role:

    Reporting to the help desk supervisor, the Desktop Support Technician provides complete first-level and some second-level support for Forrester laptops (Apple and Dell), operating systems and applications, phones, A/V, and network connectivity of our San Francisco office employees as well as remote employees (remote office workers, home office workers, and travelers). The Desktop Support Technician assists with software and hardware deployment projects, testing new technologies, and basic network administration.

    Responsibilities

    • Provide highest-level technical phone and field support to a diverse user group (local offices as well as remote offices) and work closely with all levels of teammates to provide seamless and world-class support to Forrester employees worldwide.
    • Provide a quick resolution and high level of satisfaction to our customers.
    • Use the client management system (SCCM) to deploy images and software.
    • Use Salesforce to track help desk issues.
    • Work with senior and lead technicians to test, document, and implement new technologies.
    • Assist with system and network administration as needed.
    • Work closely with technical operations (Cambridge and Amsterdam offices) to troubleshoot reported issues with the infrastructure and LAN/WAN.
    • Provide front-line support and do project work (expected split is 70:30).

    Qualifications

    • BA/BS degree and three-plus years of experience in supporting and troubleshooting hardware, software, and network connectivity in an enterprise environment.
    • Thorough knowledge of Windows 10, Microsoft Office applications (Word, Excel, etc.), Office 365, and PC and MAC hardware.
    • Understanding of and the ability to troubleshoot cloud applications.
    • Understanding of and the ability to troubleshoot mobile devices (e.g., phones, tablets, etc.).
    • Familiarity with Salesforce, Chatter, and other cloud platforms is a plus.
    • Experience in supporting Apple hardware and Mac OS is a plus.
    • ACMT (Apple Certified Mac Technician) certification is a plus.
    • Troubleshooting, analytical, and problem-solving skills are necessary.
    • A strong desire to please customers.
    • Exceptional written and oral communication skills.
    • Passion for technology innovation.
    • Experience in assisting with hardware or software deployment projects.
    • Willingness to learn and then deliver training.
    • Willingness to be on call off-hours as part of a regular rotation.

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    FLSA Status:

    Exempt

     

    Forrester Research, Inc. is an Equal Opportunity/Affirmative Action Employer that is committed to equal employment opportunity for all qualified individuals without regard to race, color, religion, national origin, ancestry, sex, age, disability, sexual orientation, gender identity and expression, marital status, genetic information, military service, veteran status, or any other status protected by applicable law. Minorities, Women, Individuals with Disabilities, and Veterans are especially encouraged to apply.

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