28 days old

Help Desk Contractor

Los Angeles, CA 91436
  • Job Code
    578667

The eBusiness department is seeking a proven, hands-on Help Desk level 2 team member to provide first and second level support to customers who are experiencing any procedural or operating difficulty with the use of IT applications, products, or services. Complex and/or high priority problems are escalated to specialized support groups for resolution when needed, but the Help Desk team member is responsible to ensure that an effective solution is provided to the end user.


Ideal candidates would have:


Demonstrated expertise with Help Desk support and ticketing systems


Excellent customer service skills


The ability to take charge in identifying, troubleshooting and resolving problems


Experience building, imaging, and moving desktop and laptop PC hardware


Actively participated in the troubleshooting and resolution of incidents in medium to large environments


The capability to professionally represent the Information Technology department to the client community


Experience working with all levels of customers including Senior Management


Familiarity of incident management and resolution practices


Demonstrated expertise, knowledge and understanding of building/site facilities and maintenance.


If you are an outgoing and innovative team player who wants to thrive in a smaller organization where your results are acknowledged, you may be the person we're seeking.


Essential Job Duties/Responsibilities:


Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up


Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with in house software packages.


Determines the most effective manner to resolve client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with and escalates to other staff members as necessary.


Records required customer and problem information in the Help Desk Ticketing System. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.


Resolves Level 1&2 trouble tickets. Elevates complex and/or high priority problems to the appropriate support groups for resolution.


Works on Help Desk related projects and takes calls from the Help Desk Queue as assigned by supervisor.


Qualifications:


3 years of experience working with Help Desk ticketing systems and escalation of higher level problems is required


3 years of desktop hardware experience is required


3 years of experience supporting users in a fast paced environment is required


1 year of experience with imaging desktops and laptops using MDT or SCCM is required


Excellent written and verbal communication is required


Call Center experience is desired


Experience with Active Directory & Windows Servers is desired


Experience with facility related projects and incident resolution is desired


Must have a good command of the English language in order to provide effective phone, desk-side, and email support. Proficiency in Spanish is a plus


Must be able to lift up to 50 pounds


Experience/Education:


Associate's Degree (A.A or A.A.T) is desired


A+, Network +, Security + is desired


Physical Demands/Work Environment:


Representative of those that must be met by an employee to successfully perform the essential function of the job. Must be able to operate a PC, other relevant office tools/equipment, sit for extended periods, and/or occasionally stand for extended periods, lead training classes and travel. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Categories

  • Information Technology

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Help Desk Contractor

Randstad Technologies
Los Angeles, CA 91436

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Help Desk Contractor

Randstad Technologies
Los Angeles, CA
US

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