Helpdesk Tech x2 (Night Shift)

Pasadena, CA 91105

Employment Type: Contract Job Category: Desktop Job Number: 20268

Job Description

The Support Technician will play a key role in providing Tier 1 & 2 support for enterprise technology infrastructure, including workstations, basic network and telephony systems, remote users, etc.

This individual will effectively interface with staff and/or third parties to understand and diagnose issues; and follow best practices to isolate and effectively resolve them. This individual will work with a team of technicians to solve problems creatively and timely, with the ability to escalate issues to senior technical staff as needed.

This job will have the following responsibilities:

• Provide technical support for all levels of staff and end-users.

• Interact with users via phone, e-mail, and IM/chat in the effort to resolve issues in the most efficient manner.

• Work within a centralized ticketing system to respond to users and document pathways to resolution.

• Provide support for PC users, including office and remote employees.

• Monitor and prioritize incidents and tickets. Escalate and/or work in tandem with appropriate people from within and outside the organization on unresolved issues.

• Utilize/mobilize all third-party/partner technical resources to solve problems where necessary.

• Maintain call records, notes and logs; and record resolution details.

• Install and configure workstation, telephony, video, and mobile hardware/software as required.

• Maintain hardware and software inventory.

• Communicate and provide guidance and knowledge transfer to other resources within the organization on issues/problems and resolution.

POSITION REQUIREMENTS Qualifications & Requirements:

• Excellent communication, documentation, and customer service skills.

• Ability to work effectively both individually and as part of a team.

• 1+ years of experience providing IT support, including Windows Server maintenance.

• Advanced competency in Microsoft applications including Word, Excel, and Outlook. • Basic understanding of Windows Servers, including Active Directory.

• Knowledge of VPN and Citrix will be considered a plus

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