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Form of workJob Description
Tier 2 Desktop Support Technician – Torrance, CA
DESCRIPTION:
This position will be on the front line of the customer technical experience, responsible for providing users with high quality support via remote and in person. Stellar technical diagnostic skills paired with great communications skills and a friendly demeanor are a must!
Our Tier 2 support are responsible for monitoring, triaging, customer communication, request and problem remediation. The successful candidate must have previous experience working on help desk teams as well with other teams and support staff. The candidate must have interpersonal and communication skills and a strong desire to be helpful to both customers and fellow team members. The candidate must have effective and efficient skills for repair, support, administration, remediation, and documentation.
You will be required to perform Tier 1 and Tier 2 help-desk support and may assist Tier 3/4 support in various projects. Expect a lot of client and team communication, resolving computer, network, application problems on Windows/Mac desktop platforms, deploying new computers, phones, apps; updating status on help-desk tickets and vouchering labor for billing, testing new systems, running AV equipment (sound, mics, cameras) for company meetings, etc.
Communication skills are a must. You will regularly be expected to communicate with your team, update tickets in a help-desk web portal, and provide detail of work you performed and close out tickets in a timely fashion. You will be expected to thoroughly document ticket resolution in the help-desk system.
ADDITIONAL RESPONSIBILITIES:
Oversee requests, incidents and problems, quickly and cordially communicate with clients and ensure calls are addressed/closed/escalated in timely fashion.
Determine root cause of recurring issues and communicate appropriately to internal and external stakeholders.
If you cannot resolve an issue, you will be expected to document work performed in the ticket and then communicate and pull-in tier 3/4 help-desk personnel that can take over the tickets.
Learn new technology through assisting us with new projects, upgrades and facility expansion. Assist with managing client relationship.
Inventory control. Managing an inventory of computers, phones, monitors, laptops, docking stations, cables, accessories, etc. Ensuring inventory levels are maintained by reporting shortages as soon as possible to management.
QUALIFICATIONS:
• A minimum of at least two years’ experience supporting, administering or maintaining a network and systems in a Microsoft and Mac environment.
• Prefer a background in managed services and/or IT help desk.
• Reliable transportation and the ability to travel to multiple locations on a daily and weekly basis.
• Excellent verbal and written communication skills a must. Need to be a self-starter, detail-oriented, and able to see tasks/projects through to conclusion with minimal supervision.
• Applicant must be able to work well and communicate well in a team environment.
• You will be required to be on-site and occasional work at home on a rotating basis for support and/or respond to emergency calls as circumstances dictate. Occasional travel may be required.
• Interpersonal skills, such as telephony skills, communication skills, active listening, and customer-care
• Ability to multi-task and adapt to changes quickly
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment
• Ability to keep up on necessary ongoing industry related training
• Knowledge of ConnectWise software and ability to demonstrate ConnectWise Software
• Must have the ability to regularly lift, move and carry computer equipment weighing up to 75 lbs. Use of common powers tools and climbing of ladders is required.
BENEFITS:
This position comes with opportunities for bonuses and promotion. It comes with Health Insurance, HSA options, life insurance, retirement plan with company match, free dress shirts, opportunities for free training and certification. We issue you a company phone, computer and credit card for business expenses.
