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Help Desk Technician Level 1
remote Encino, CA remote US
Job Description
Position: Help Desk Support Specialist
Duties and Responsibilities:
- Stay updated on technology and industry best practices.
- Verify that suggested solutions effectively resolve users' problems through follow-up communication.
- Provide support for all Information Technology products and services, answering questions, troubleshooting problems, teaching or instructing customers on software or hardware functionality.
- Troubleshoot printer issues and resolve difficulties with in-house software packages.
- Determine the most effective manner to resolve clients' technical issues through research and in-depth troubleshooting.
- Record required customer and problem information in the Help Desk Ticketing System.
- Resolve Level 1 work orders and escalate complex or high-priority problems to the appropriate support groups.
- Work on Help Desk-related projects and handle calls from the Help Desk phone queue.
- Follow a flexible shift schedule, initially 10 AM – 7 PM PT Tuesday – Friday and 7 AM - 4 PM PT Saturday.
Qualifications:
Experience Requirements:
- 1-2 years of direct experience is required.
- 1-2 years of experience working with Help Desk ticketing systems and escalating higher-level problems is required.
- 1-2 years of desktop and related hardware experience is required.
- 1-2 years of experience working with DNS, DHCP, and TCP/IP is required.
- 1-2 years of experience working with Active Directory and Group Policy is desired.
- 1-2 years of experience working in a fast-paced environment is required.
- Familiarity with Apple and Android devices, corporate applications, and troubleshooting is desired.
- 1-2 years of experience with imaging desktops and laptops is desired.
- 1-2 years of Call Center support experience is desired.
- Solid troubleshooting skills, including areas such as virtual desktop, Windows applications, and browser-related issues is required.
- Ability to work effectively as part of a remote team, possess solid communication and documentation skills, and have a good work ethic is required.
- Good time management skills, organizational skills, and attention to detail are required.
- Ability to learn and comprehend new technologies and retain knowledge is required.
Education/Certification Requirements:
- Associate degree in a computer-related field is desired.
- A+, Network+, Security+, and/or MCP certification is desired.
Physical Requirements:
- Must be able to operate a PC and other relevant office tools/equipment, sit for extended periods.
Hourly Rate: $21-24/hr
