Help Desk Support

Job Title:Help Desk Support

Department: IT

Reporting Relationship: IT Supervisor

Location: Valencia, CA

Pay: $20 to $25 per hour

LaserAway Schedule: 9am to 6pm or 10am to 7pm PST; weekends and on-call rotation

We are currently seeking an Entry Level Help Desk Support Technician with PCs, Macs, and Chromebooks experience to handle remote support for a growing IT department. The ideal candidate will provide desktop support to employees via phone, email, and or chat. The candidate must be able to diagnose and solve hardware and software issues.

Job Duties:

• Providing support to end users on a variety of technical issues.
• Ability to troubleshoot software and hardware issues
• Adding and removing users from various systems in a timely manner.
• Shipping and retrieval of IT equipment.
• Provision computers and tablets.
• Responsible for responding to helpdesk tickets in a timely manner
• Updating Help Desk requests, incidents, and problems with accurate and detailed information.
• Install and configure software and setup systems and accounts for users.
• Ability to work independently and collaboratively with the IT team on issues.
• Configuring and troubleshooting phone issues
• Providing support for desktops, laptops, iPhone, iPad, Android devices, printers, and Wi-Fi
• Performing break-fix repair, virus removal, and images desktops.
• Upgrading systems and software
• Documenting procedures
• Adding and updating KB articles
• On-call support as needed
• Train other staff on technical issues as need
• Other duties as needed

Qualifications:

• Strong technical Help Desk Support with PC experience providing phone and remote support.
• Windows 10 & 11
• MacOS, IOS, iPadOS
• Google Workspace experience
• RMM, MDM, EDR experience
• Ability to learn new technologies quickly.
• Basic networking knowledge (DNS, DHCP, TCP/IP)
• Ability to multitask and handle issues in a fast past environment
• UCaaS and CCaaS experience is a plus Requirements
• IT related Degree or 3 years experience
• Must have excellent communication and customer service skills.
• Being able to work in a team environment, share knowledge and creative solutions
• Not required but preferred: A+, Network +, or MCP certification

Physical Requirements/Working Conditions:

• Ability to sit for 8 hours per day
• Ability to type, talk on phone
• Ability to work before, during, and after business hours, including weekends
• Conduct video meetings with a professional appearance