Service Desk Technician

Position type: Contract

Location: Hybrid based in San Diego, CA

POSITION SUMMARY

The IT Service Technician plays an important role in the organization by performing a number of tasks related to the company’s Information Technology functions. The role is responsible, under general direction, for acting as the central point of contact from which users throughout the organization may request technical assistance with hardware or software. The role will assist staff with the set-up and technical support of desktop computers, applications and related technology. Support may include, but is not limited to, specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.

Essential Functions

• Answer incoming queue calls and voicemail messages, using department procedures, as requested or scheduled.

• Utilize the IT Service Desk electronic ticketing system, according to department procedures for the opening, closing, resolution, escalation, and tracking all user requests.

• Follow established escalation procedures for situations which require an IT Service Desk Manager and IT Service Desk Supervisor assistance and oversight.

• Configure, image, and troubleshoot Windows 10, Windows 11 in a Microsoft network environment on both desktop and laptop computers.

• Manage laptop inventory by following procedures and processes.

• Provide first-line support and resolution of all data/voice system problems and requests.

• Resolve at least 70% - 80% of all calls received, coordinate escalation procedures to the appropriate Information Technology staff and/or vendor(s) for those requests that cannot be resolved over the phone.

• Interact and collaborate with regional and IT Service Desk staff regarding requests, problems, updates, and resolutions.

• Manage scheduling, dispatching of regional staff and vendors where onsite support, as needed.

• Assist staff with the set-up, installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.

• Work with vendor support contacts to resolve technical problems with desktop computing equipment and software.

• Work with IT Service Desk and Network Operations staff as appropriate to determine and resolve problems received from clients.

• Interact with numerous computer platforms in a multiple-layered client server environment.

• Train and orient staff on the use of hardware, software and changes to procedures.

• Recommend and/or performs upgrades on systems to ensure longevity.

• Install and configure copiers, printers, and other peripheral devices.

• Complete new hire requests for PC hardware by imaging, processing inventory, packaging, and shipping items.

• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required, Associate’s degree from a technical school, or similar technical training, along with a minimum of two years total experience in helpdesk related role(s) required.

• Passionate about delivering excellence customer service within a team environment.

• Advanced user-level hardware and software skills in a Microsoft environment. Windows 7,10 and Microsoft Office Suite.

• Strong working knowledge of networking printers, copiers, scanners, iPads, iPhones, Andriod phones, etc.

• Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.

• Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment.

• History of working with help desk ticketing systems, issue tracking, assignment and finding resolution in a timely manner.

• Ability to write and maintain knowledgebase articles, notes and best practices.

• Strong problem solving skills.

• IBM Big Fix, PC imaging, Sonicwall firewall, VOIP and CISCO switching experience a plus.

• Excellent verbal and communication skills required.

• Ethical, with a commitment to company values.

Compensation: $25-27/hr

Benefit Offerings:

Benefit offerings include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria.

Disclaimer: This is not a C2C opportunity.

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance