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Deskside Support
FICO
San Jose, CA, United States
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FICO (NYSE: FICO)
is a leading global analytics software company, helping businesses in 90+ countries make better decisions. Join our world-class team today and fulfill your career potential!
Job Summary
The Opportunity
“As a Deskside Support Engineer you will utilize ITIL standards for incident, request, configuration, change and problem management, to provide strategic leadership and planning for end user devices. Collaboration is key in providing Tier II support for resolving requests, meeting customer satisfaction and continuous service delivery demands for all FICO employees. Our team members work in a dynamic, multi-dimensional, fast-paced environment.” – VP, Corporate Technology Services.
What You’ll Contribute
• Process assigned user tickets regarding personal computer and desktop applications, e.g. IMACD (Install/image, move, add, change, disposition of equipment) and Break/fix.
• Direct unresolved support issues to next level support.
• Assist with the configuration of printers and print settings and network configuration.
• Apply approved image version to workstations.
• Assist with creating support procedures/documentation for installation guidelines and disposal procedures.
• Collaborate and assist with PC asset/inventory management.
• Guide users with simple step-by-step instructions for desktop issue resolution.
• May provide support services with team members/internal customers in the event of a high severity case.
What We’re Seeking
• Experience within a global IT support/customer service role, preferably in the software or manufacturing industry.
• Knowledge of Apple and Microsoft Windows OS.
• Proficiency in supporting MS Office 365, MS Office 2016 including Outlook.
• Exposure to remote access and client workstation support, IT Field Services tools, and network troubleshooting.
• Experience with Anti-Virus/Encryption software.
• Understanding of hardware diagnostics with Dell, Apple and Microsoft systems.
• Efficiency with Mobile phone iOS and Android support.
• Understanding of laptop imaging process and incident management ticketing systems.
• Familiarity with Active Directory/Group Policy object design, Microsoft SCCM, Endpoint Protection Suites and cybersecurity.
• Knowledge of Code 42, OKTA single sign-on, ServiceNow, VMWare/Virtual Desktop Infrastructure (VDI).
• Knowledge of Cloud support applications, e.g. Jive, Box and Cisco WebEx.
• Excellent customer interaction skills.
Our Offer to You
• A culture and work environment strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
• The opportunity to make a difference by leveraging your unique strengths.
• Highly competitive compensation and rewards.
Opportunities to give back to your community, social events with colleagues and a comprehensive benefits program inclusive of progressive parental leave.
Why Make a Move to FICO?
At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics. You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, predictive and prescriptive modeling, and much more.
FICO makes a real difference in the way businesses operate worldwide:
• Credit Scoring — 150+ billion FICO Scores have been sold to date, making it the most used credit score in the world.
• Fraud Detection and Security — 2.6+ billion payment cards globally are protected by FICO fraud systems.
• Lending — 3/4 of US mortgages are approved using the FICO Score.
• Anti-Money Laundering — our solutions check more than half a billion transactions a day to prevent criminal schemes such as terrorist financing
Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We support many of the world’s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success.
Our success is dependent on really talented people – just like you– who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment. We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!
Learn more about how you can fulfill your potential at www.fico.com/Careers
FICO values the benefit that diversity and a culture of inclusion bring to our workplace. We are an equal employment opportunity and affirmative action employer and we’re proud to offer employment and advancement opportunities to all applicants without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.