Purpose: Under general supervision, provides end-users with timely support of information, troubleshooting, problem solving and installation of computer hardware, software applications and telecommunications systems. Providing effective and efficient computer and telecommunications systems troubleshooting and support, ensuring all computer equipment is up-to-date with little to no down time.
Duties include:
Answer help desk phone calls in a timely, efficient manner responding to general questions related to company supported applications.
Record time of calls and type of call received in a log.
Performs data entry to record all incoming Help Desk requests.
Research, isolate, resolve and follow-up with end-users on system inquiries, hardware questions, problems and repairs in a timely and reliable manner.
Generate, maintain and update help desk correspondence and procedural documents as requested.
Schedule, configure and install new hardware and software applications as needed.
Coordinate, install and troubleshoot problems associated with the company phone and voicemail systems.
Communicate, coordinate and follow-up with vendors on hardware repairs, service requests and general questions as needed.
Performs other related duties as assigned by management.
Work Environment: Normal office environment to include walking between buildings, lifting, carrying resource materials in excess of 20lbs and occasionally moving furniture. Sitting for extended period of time to read, write and operate computer at desk. Requires adaptability, quick decision making, ability to interpret data, dependability, good judgment, reading, social skills, stress controls, ability to work independently.
Knowledge, Skills, Abilities:
Strong knowledge of Microsoft O365 and 2013/2016Suite.
Strong knowledge of Windows operating systems (Windows 10 a plus).
Knowledge of computer software, hardware, telecommunications, computer theory, web technology.
Knowledge of Mac software and hardware.
Education and Experience:
Four-year degree with two to four years related experience, such as software trainer, help desk technician, customer service or equivalent combination.
A+ and MCSA a plus.
Experience troubleshooting and resolving computer related problems/issues.
Experience with multiple operating systems.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
