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Form of workJob Description
Local candidates only (San Diego Greater Metro area)
No out of state/country. Relocation not offered with this position
Job Title: Help DeskSupport Specialist
Job Category: Customer Support
Department/Group: IT Department
Location: San Diego
Travel Required: Occasional Travel may be required
Level/Salary Range: $50,000-$65,000
Position Type: Full Time Salaried
Help Desk Support Staff need to have great troubleshooting and problem-solving skills coupled with excellent interpersonal skills and a customer-friendly attitude. In addition, candidate must have strong technical skills in desktop support, networking systems and LAN/WAN troubleshooting. The ideal candidate would also be a self-motivated team player with an excellent phone manner. This is an in-office position not remote work.
Job Description
Client Facing Roles and Responsibilities:
Responsibilities include, but are not limited to the following:
- Taking initial telephone or email inquiries, enter all work as service tickets
- Troubleshooting and managing relatively simple hardware, software, or network problems
- Logging call activity and accurately posting billable hours to ticket tracking system
- Providing on-site, remote and telephone support for technical issues and user concerns related to client terminals, workstations, servers, printers, networks, and vendor specific applications and equipment.
- Basic Technical Support at the network level: WAN and LAN connectivity
- Communication with customer’s staff as required: keeping them informed of incident progress
- IT support relating to issues with internal systems and network infrastructure
- Support services for Microsoft applications including Office 365
- Documenting maintenance and inventory of all computer systems and network infrastructure
- Performing Backup checks and setting up Backup jobs if needed
- Resolving more complex issues requiring detailed systems and applications knowledge whenever possible
- Recognizing and escalating more difficult problems to Engineering support if needed
- Use creativity and innovation to recommend automation and streamlining of processes and procedures
Internal Roles and Responsibilities:
- Participate in on-call rotation responsibilities.
- Ability to communicate effectively & work well in a team environment
- Input and maintain client network and application documentation .
Qualifications and Education Requirements
2 year experience in Technical Support
Experience with a managed service provider a plus
Minimum High School Diploma or GED, higher level degree preferred
Ability to lift 50lbs with assistance and carry 25-30lbs on occasion
Preferred Skills
- 2+ years supporting Windows Desktop Environment
- Experience with Windows Server Administration
- Working knowledge of Active Directory
- Client VPN installation and support
- Desktop AV and anti-malware administration and resolution
- Familiarity with Apple products helpful but not required
- Experience with VMware helpful but not required
- Experience with Microsoft Office and Microsoft O365 Support
- Experience with On-Premises Exchange helpful
- Experience with Backup Recovery Procedures
- Basic understanding of network troubleshooting techniques
- Familiarity with SSL Certificates, DNS troubleshooting
- Mobile Device Support
- Previous experience with AutoTask a plus but not required
References will be requested. Salary will be commensurate with experience.
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