Job Title: Helpdesk Specialist – Level II

Reports To: Vice President, IT

Location: Irvine, CA

Pay:$59,000 to $65,500

SUMMARY

The HelpdeskSpecialist will be responsible for working with end users to resolve simple to complex technical issues in a geographically dispersed environment. The ideal candidate must have strong technical troubleshooting skills spanning areas including applications, operating systems, hardware, and networking/internet connectivity, among others, and will possess excellent communication skills.

In addition to their day-to-day support activities, the selected candidate will assist the team in identifying areas of improvement when it comes to issue resolution processes, and documentation, among other areas to ensure the team continues to provide efficient, effective, and best-of-class support to all end users as our organization grows.

PRIMARY RESPONSIBILITIES:

• Serve as the first point of contact for internal customers seeking technical assistance over the phone, chat, or email related to a broad range of technical issues.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions related to 1st to 3rd-tier technical issues, including those related to applications, operating systems, hardware, networking, internet connectivity, and servers, among other areas in a geographically disbursed environment.
• Determine the best solution based on the issue and details provided by internal customers by asking the right questions to diagnose issues; update documentation related to issues resolved within the organization’s knowledgebase for future use.
• Provide computer, telecom, and technical support for Business Operations. Assists end-users with computer, network, hardware, and software needs.
• Provide onsite support for computer infrastructure equipment and security access to and within the building.
• Work with technical resources to provide quality service to all customers within SLA.
• Computer Support includes system user setup (SSO / AD / Email / Applications), setup and maintenance of workstations, mobile devices, handheld devices, printers, and other peripherals, patching and backup maintenance activities.

• Telecom Support includes basic LAN/WAN and TCP/IP troubleshooting, telephony systems, wireless access, printers, and security systems maintenance activities.

  • Coordinate with outside vendors to resolve software and hardware problems.

• Report customer feedback and potential product requests to proper internal teams, direct unresolved issues to the proper point of escalation, and follow up with end users who have requested support to ensure their issues have been resolved. help create technical documentation and manuals to help expedite the issue resolution process for similar issues that arise in the future.

TECHNICAL PROFICIENCIES:

• Knowledge of Operating Systems - Windows 10 / 11, MacOS, Windows Server 2008 – 2022.
• Configuration/deployment/support of desktops, laptops, mobile devices, printers & peripherals.
• Experience with the M365 suite.
• Strong understanding of applications, networking (routers, switches, LAN/WAN, wireless technology, TCP/IP, VPN, etc), email platforms, and associated technology (Active Directory, Azure AD, M365)
• Knowledge of virus and malware removal techniques.
• Audio/Video Presentation set-up and support.

EXPERIENCE

• 3 - 5 years of experience working in a progressive technical support capacity, with previous experience in solving simple to complex technical issues spanning multiple IT domains.
• Ability to work on multiple priorities and/or support cases simultaneously.
• Ability to build positive and collaborative relationships inside and outside the organization.
• Ability to operate in a dynamic, fast-paced environment.
• Ability to work in a team-oriented, collaborative environment.
• Exceptional customer service orientation
• Excellent listening and communication skills, both verbal and written.
• Ability to complete tasks in both a professional and timely manner with minimal supervision.

PREFERRED QUALIFICATIONS:

• BS Computer Science and/or 3-5 years of relevant work experience
• Appropriate certifications are a plus.

BENEFITS:

• Rich Medical (HMO/PPO Plan Options)

• Dental

• Vision

• Group Term Life Insurance (Company pays 100% of the premium)

• Short-Term Disability and Long-Term Disability (Company pays 100% of the premium)

• Flexible Spending Account

• 401K (6% matching with no vesting period)

• 15 paid vacation days (more after 5 years)

• 9 paid holidays

• 3 paid sick leave days