The Role

Ceribell is currently seeking an IT Helpdesk Technician. As an IT Helpdesk Technician, you will provide customer facing technical resolution with end users for computer hardware support, mobile devices, and tablets.  The individual must have broad knowledge of all IT software/hardware related issues and the ability to diagnose and solve these issues. You will troubleshoot multiple platforms including Windows, Apple, iOS, smartphones, in office network and tablet devices. This is an "in-office role," located in Sunnyvale, California.

Responsibilities

• Provide quick and effective technical support to remote and headquarter employees and executive staff, including but not limited to computer software/hardware issues
• Listen attentively to customers to help provide optimal solutions to their problems while remaining professional
• Diagnose and troubleshoot hardware and software issues 
• Walk customers through the problem-solving process and provide step-by-step guidance
• If needed, escalate complex problems to higher-level IT staff or leadership
• Maintain and support of desktop and mobile devices, applications, video conferencing, peripherals, and network devices.
• Document issues and solutions for future reference
• Perform onboarding for all new employees from provisioning devices through ensuring they are able to access all systems and applications seamlessly on their first day
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Identifies and makes recommendations for automation opportunities.

Qualifications:

• 1-3 years of IT experience including; desktop and mobile devices, applications, video conferencing, peripherals and network devices.
• Working knowledge of IT best practices, policies and regulations.
• Knowledge of MDM solutions for both MAC and PC a plus
• Working knowledge of Google, Okta, Jira, Microsoft, Zoom, etc. 
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong written and oral communication skills
• Ability to research computing issues 
• Passionate about building a positive customer experience