Desktop Support Service Representative

Company Description SquareTrade is the fastest growing company of its kind. We’re revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Amazon, Walmart, The Home Depot to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews… and we’re just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London. We are currently expanding in Europe and Asia Pacific, including Japan and Australia.

Job Description Responsibilities of the Role

• Provide primary response for user requests to the Help Desk
• Follow procedures and guidelines (including documentation) for the Help Desk operations
• Monitor and inform users on status of their support issues
• Perform Setup and deployment of end-user hardware and software
• Investigate and research solutions for hardware and software problems that arise
• Provide on-site support to employees related to their devices or applicable technology
• Troubleshoot PC hardware and software issues, configurations, and/or peripheral equipment
• Add/change users and/or permissions and rights in Active Directory
• Manage mobile device management systems and enrollment of devices.
• Participate in an On-Call rotation with the Helpdesk Emergency Line for 1 week every 8 weeks

Qualifications

• A strong record of rolling up sleeves and tactical execution.
• Associate degree, technical certification, or equivalent work experience
• 3+ years of experience in a technical support role
• Working knowledge of Microsoft Active Directory
• Experience with MacOS and Apple devices
• Excellent customer service skills

Additional Information At SquareTrade you'll have access to:

• Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA)
• Up to 4% company match into 401(k) and contributions into your company-sponsored pension
• $75/month budget to help prioritize your physical wellbeing
• $80/month stipend to subsidize connectivity costs
• Mental health resources including free 1:1 therapy, coaching sessions and digital resources
• Supportive leave policies
• Generous Time Off Policy in addition to 9 Company Holidays
• Tuition reimbursement up to $5,250 per year to further your personal educational advancement desires
• Various corporate perks and discounts

This role is associated with our Bay area Office.

SquareTrade estimates the possible base compensation for this role, if hired in San Francisco, to be in the range: $33-$38 hourly

The candidate(s) offered this position will be required to submit to a background investigation.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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Allstate generally does not sponsor individuals for employment-based visas for this position.