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Desktop Support Technician

G&A - IT | Santa Clara, CA - HQ

JOB SUMMARY:

Hortonworks is looking for a talented, motivated, and passionate Desktop Support Technician who will provide an excellent IT customer service experience to our Executives and Internal Staff worldwide.  This position will be responsible for managing incidents and service requests from multiple locations via on-site as well as remote support.  This individual will provide excellent technical support for our large SaaS environment as well as Mac OS X/Windows environments.  This professional will consult with management for task prioritization and effectively apply technical knowledge. Performing tasks such as: Management of system images, data migration, mobile device configuration, printer maintenance, troubleshooting general office productivity applications, applying security configurations, and A/V support for critical internal meetings.  The Desktop Support Technician will work with vendors and service providers to maintain effective procurement and deliverability standards.

 

RESPONSIBILITIES:        

  • Provide an excellent customer service experience to our employees worldwide
  • Install, troubleshoot, diagnose and resolve Mac OS X hardware and software issues
  • Administer to SaaS applications and troubleshoot issues
  • User & Group Active Directory administration
  • Microsoft Exchange user, distribution list, and mobile device support
  • Manage incidents through our incident management system and respond within our SLA guidelines
  • Perform on-site and remote support for our internal staff in a global enterprise environment
  • Perform regular system and process audits
  • Develop and maintain troubleshooting procedures and system documentation
  • Audio/Visual support for critical Executive Meetings, Earnings Calls and All Hands meetings
  • Act as a technical implementer resource and coordinate additional resources where necessary for technical projects
  • Plan, test and deploy new software solutions through all phases
  • Assist in formulating and implementing procedures to improve IT service levels
  • Maintain endpoint management solutions such as JAMF and MaaS360
  • Maintain inventory documentation for all hardware and software
  • Install, maintain, and support our VoIP phone systems
  • Install, maintain, and support our printer and MFD fleet
  • Participate in an on-call rotation support schedule for after-hours support

 

QUALIFICATIONS:        

  • 3+ years helpdesk support experience with at least 1 year supporting VP and C-level executives
  • 3+ years Windows PC, Apple OS X, and Mac hardware and software support
  • Excellent problem solving and troubleshooting skills
  • Excellent written and verbal communication skills to clearly communicate with management, users, IT staff, and vendors
  • Advanced understanding of Apple products is required
  • Excellent understanding of AppleScript – writing, debugging
  • Strong understanding of Windows/Linux is desired
  • Basic understanding of TCP/IP networking, Cisco switches, firewalls, VPN, VoIP
  • Highly self-motivated and able to learn new technologies quickly
  • Excellent customer support skills
  • Ability to effectively manage team and personal service desk queues ensuring incidents or service requests are appropriately addressed and resolved in a timely manner.
  • Ability to effectively manage multiple, competing, high-priority tasks with varying deadlines
  • Apple Certified Mac Technician (ACMT) is a plus
  • ITIL Foundations certification a plus

All employees are required to adhere to all Hortonworks employment policies, including without limitation information security policies. 

ABOUT HORTONWORKS (NASDAQ – HDP)

Having gone public with its IPO in December 2014, Hortonworks is experiencing extraordinary growth as we deliver essential support to the burgeoning big data and IoT communities. Hortonworks is an industry leading innovator that creates, distributes and supports enterprise-ready open data platforms and modern data applications that deliver actionable intelligence from all data: data-in-motion and data-at-rest. Hortonworks is focused on driving innovation in open source communities such as Apache Hadoop, Apache NiFi and Apache Spark. Along with our 2,100+ partners, Hortonworks provides the expertise, training and services that allow customers to unlock transformational value for their organizations across any line of business.

For more information, visit www.hortonworks.com.

Hortonworks, Powering the Future of Data, HDP and HDF are registered trademarks or trademarks of Hortonworks, Inc. and it's subsidiaries in the United States and other jurisdictions.

EOE/M/F/Vet/Disability. Hortonworks is an Equal Opportunity Employer in accordance with VEVRAA and Section 503 regulations. http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf 

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Desktop Support Technician | G&A - IT | Santa Clara, CA - HQ

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