Desktop Support Technician

About your team

The Desktop Support Technician is part of the IT Operations department helpdesk team which is currently a multi-person distributed team based in Sebastopol, Boston, UK, and APAC. 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 office and will report to the Helpdesk Manager.

About the Job

The Desktop 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 PCs, 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 a 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
• Performs account administration (Active Directory, G Suite, other SaaS apps)
• Assists with IT onboarding for new hires
• Works closely with the operations and development teams in resolving issues
• Manages work using help desk ticketing system
• Follows up on all tickets in a timely manner
• Writes concise, informative tickets. Publish to knowledgebase when appropriate
• Acts as a liaison between customers and technical escalation teams
• Images and deploys computers and software to existing and new users
• Helps with A/V set up for communication events
• Continually monitors and suggests improvement in processes and procedures
• Manages local and remote employees backups
• Advanced knowledge of one operating system and working knowledge of a second operating system.
• Excellent oral communication skills and good writing skills

About You

• Advanced knowledge of iOS and Mac OS X
• Advanced knowledge of Microsoft Windows/Office
• Advanced knowledge of G Suite administration
• Basic knowledge of Okta
• Basic knowledge of Atlassian products Confluence and Jira
• 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 of systems including Microsoft and Apple

Physical Requirements

• Ability to sit and use a computer keyboard for up to 3 hours at a time
• Ability to talk on the telephone or video conferencing frequently and for extended periods of time
• Ability to speak, read, and write in English
• Ability to travel on occasion, up to 5% annually
• Ability to lift and move equipment including computers, monitors, and network switches

About O'Reilly Media

O'Reilly's mission is to change the world by sharing the knowledge of innovators. For over 40 years, we've inspired companies and individuals to do new things-and do things better-by providing them with the skills and understanding that's necessary for success.

At the heart of our business is a unique network of experts and innovators who share their knowledge through us. O'Reilly Learning offers exclusive live training, interactive learning, a certification experience, books, videos, and more, making it easier for our customers to develop the expertise they need to get ahead. And our books have been heralded for decades as the definitive place to learn about the technologies that are shaping the future. Everything we do is to help professionals from a variety of fields learn best practices and discover emerging trends that will shape the future of the tech industry.

Our customers are hungry to build the innovations that propel the world forward. And we help you do just that.

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Diversity

At O'Reilly, we believe that true innovation depends on hearing from, and listening to, people with a variety of perspectives. We want our whole organization to recognize, include, and encourage people of all races, ethnicities, genders, ages, abilities, religions, sexual orientations, and professional roles.