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Job Details - IT Service Desk Technician - Fountain Valley, CA
Department: Management Information Systems
Tier I Information Technology Support to support Organization, Internal Customers, and IT Service Desk Administrator.
Answers, evaluates, and prioritizes service incidents and requests received via telephone, voice mail, e-mail, and in-person for services provided by the Service Desk and IT Operations.
Performs diagnostics with user to collect information about problem to determine source of error Maintains office efficiency by planning and implementing office systems, layouts, and equipment procurement.
Isolates performance issues to determine cause of hardware or software malfunctions, such as hard drive, application, printer, cables, telephone, monitor, peripherals, etc. and be able to work with a variety of technologies: desktop, notebook, tablet, smart phones, scanners, etc.
Logs and tracks calls / incidents using Service Desk solution database. Concise documentation of troubleshooting, diagnosis, analysis, and resolution of incidents and related problems associated with incidents .Keeps management informed by reviewing and analyzing daily arising issues, observations, or areas for improvement with provided services.
Contributes to established knowledgebase and takes notes when shown new techniques or innovations towards job related functions.
Contacts software and hardware vendors via voice or online systems to research problem and determine recommended solutions.
Maintains professional and amiable working relationship with co-workers.
Installs, configures and upgrades operating systems and software, using standard business and administrative packages; may modify specific applications for use in operational departments.
Brainstorms with team members to resolve more complex problems and escalates difficult issues to Senior IT Service Desk Administrator for more technical assistance.
Troubleshoots PC hardware and software problems and identifies, categorizes, and resolves PC hardware and software application problems.
Contributes to team effort by accomplishing related results as needed.
Some lifting required. Not more than 50lbs unless performed via team lifting.
Work varying/rotating shifts and on call schedules.
Provide world class customer service to internal customers and vendors alike.
Proficient in MS Office and Windows operating systems.
Understand basic printer and networking concepts.
Excellent verbal and written communication and customer service skills.
Aptitude to quickly learn new technologies and put them into practice.
Ability to follow documented process; strong attention to detail.