Service Desk Technician II

Description

Key Responsibilities

• Provide great customer service and communicate clearly with non-technical and technical users and staff.
• Follow support process and guidelines as designed.
• Provide support for user problems relating to hardware, software applications, and network issues within a tier 2 perspective.
• Log, diagnose, repair, and relay reported problems to the end user, client or department.
• Diagnose and communicate advanced issues to senior technical staff, sales engineers, and sales staff.
• Availability for on call responsibilities for remote and onsite at client offices.
• Acquire new technical skills, as needed.

Experience

• Minimum 3 years industry experience, specifically supporting Microsoft & MAC based environments.
• Strong technical knowledge and understanding of SMB networks, infrastructure, and equipment.
• Ability to concisely document processes, issues, resolutions; strong writing skills required.
• Ability to multi-task, prioritize tasks and respond with sense of urgency.
• Strong problem solving and critical thinking abilities.
• Ability to successfully and effectively work independently and within a team structure.
• Self-motivated and responsive to Management and customers.
• Strong organizational skills and attention to detail.
• Experience working with time tracking/ticketing software desired.
• Demonstrated knowledge of standard help desk service call methods and procedures.
• Exceptional ability to develop productive and positive customer relationships.

• Technician must be based in Los Angeles, CA area.
• Provides processing systems support for internal elections.
• Provides support for meeting rooms, including audiovisual support.
• Reliable transportation and valid driver's license are required.

Benefits

• 12 days of accrued vacation in your first year 
• 6 days Sick time 
• 8 hours of volunteer time 
• Medical, Dental, and Vision fully covered options for employee coverage
• Company paid Life, STD, and LTD 
• Professional Development Plan 
• 401k with company match 
• Profit Sharing