Service Desk Technician - (Contract 3 months)
Emeryville, CA - Onsite

You are a Service Desk Technician who serves as the first point of contact for end-user technical support, delivering timely, professional, and customer-focused assistance across multiple support channels. This role is responsible for resolving issues at first touch when possible, ensuring accurate ticket documentation, and escalating issues effectively to maintain service level agreements.

This position pays: $25.00 per hour

What you will be doing:

• Provide first-contact support for incoming service desk requests via phone, web portal, email, and chat
• Deliver exceptional customer service through active listening, empathy, and clear professional communication
• Own incidents and requests from initial contact through resolution, including timely updates and follow-ups within SLAs
• Diagnose and resolve issues during the initial interaction using available knowledge articles to achieve first-touch resolution
• Escalate unresolved issues with clear, actionable troubleshooting details to higher-level support teams
• Create and distribute clear and timely communications regarding planned maintenance, service interruptions, and unplanned outages
• Submit, track, and monitor escalated tickets with external vendors to ensure timely resolution

What you bring:

• Strong customer service mindset with excellent verbal and written communication skills
• Ability to troubleshoot and resolve technical issues in a fast-paced support environment
• Experience working with ticketing systems and documenting incidents accurately
• Strong organizational skills with the ability to manage multiple requests simultaneously
• Willingness to take ownership and accountability for issues through resolution
• Ability to follow processes, meet SLAs, and collaborate effectively with internal teams and vendors

To learn more about the workplace culture and the position, please apply!

For over 50 years, Nelson Connects has empowered employers and job seekers to achieve their unique versions of success. Our commitment to excellence, integrity, compassion, and innovation has made us a trusted partner in connecting jobs, people, and communities. The remarkably talented and dedicated people of Nelson Connects are building on the rich history of this company to define the future of our industry, and we can’t wait to work with you.

We are Nelson Connects, and our purpose is your success.

 

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