Job Details - IT Service Desk Technician - Fountain Valley, CA

Department: Management Information Systems

Job Purpose:

Tier I Information Technology Support. An ideal candidate is computer-oriented and able to provide technical assistance regarding computer systems and related technologies. Must be comfortable meeting new people and talking on the phone – a lot. Must be persistent to complete a job but knows when to stop.


Duties:

  • Serve as a primary point of contact for internal customers (employees) seeking technical assistance via phone, mobile phone, email, portal, visually and in person.
  • Provide technical assistance and support for incoming issues related to computer systems, software, and hardware. Respond to issues via phone, text, email, chat, visually, or in person.
  • Answers, evaluates, and prioritizes service incidents and requests received via telephone, voice mail, e-mail, and in-person for services provided IT Operations (Service Desk, Network Operations, Telecom, and AS400).
  • Performs diagnostics with internal customers to collect information about problems to determine an appropriate course of action for remediation.
  • Isolates performance issues to determine cause of hardware or software malfunctions, such as hard drive failure, application errors, printer problems, input/output cables, telephones, mobile phones, monitors, peripherals, etc. and be able to work with a variety of technologies: desktop, notebook, tablet, smart phones, scanners, handheld scanners, and smart devices etc.
  • Logs and tracks calls/incidents using Service Desk solution database (Cherwell). Be open to using past solutions for historical reasons (BMC, Lotus Notes). Concise documentation of troubleshooting, diagnosis, analysis, resolution of incidents, and related problems associated with incidents is a must.
  • Keeps management informed by reviewing and analyzing daily arising issues.
  • Some lifting required. Not more than 50lbs.
  • Work varying/rotating shifts within a team environment and on-call schedules.
  • Perform administrative tasks such as filing, coordinating business with vendors (repairs, status updates), and other assigned duties; which may include performing tasks related to other business units in IT Operations.
  • Travel between building locations in Fountain Valley and occasionally, to local vendors to conduct business.

Contacts software and hardware vendors via voice, chat, browser sessions, or email to report problems, obtain answers and implement the recommended solutions. Maintains professional and amicable working relationship with co-workers.


Requirements:

  • Proficient in Microsoft Office and Windows operating systems.
  • Knowledge of Apple Mac systems, Apple iOS, and Apple OS.
  • Flexible availability. May be required to work overtime, weekends, and/or holidays.
  • Punctual and able to adapt to change
  • Understands basic networking concepts, computer systems, mobile devices, and other tech products.
  • Ability to take ownership of your work and establish deadlines and communicate progress proactively.
  • Excellent verbal and written communication.
  • Aptitude to quickly learn new technologies and put them into practice.
  • Ability to follow a documented process with a strong attention to detail.
  • Ability to work effectively from remote locations.
  • CompTIA A+ certification is a plus
  • Previous technical work experience in an IT Support role is a plus.

Education/Experience:

  • High School Diploma or Higher.
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