It Service Desk Technician

Job Type: Full-time

Location: Santa Fe Springs, CA

The Service Desk Technician is responsible for delivering end-to-end support for employees by assisting in maintaining proper desktop computer and software operations and ensuring all incidents are analyzed, resolved, and reported.

Essential Functions:

• Field incoming help requests from customers in a courteous and personable manner, setting priorities and escalating to an appropriate resource when necessary.
• Build rapport and elicit problem details from customers.
• Record, track, and document the support request problem-solving process using the help desk ticketing system, including customer information, all decisions made, and actions taken, through to final resolution. Use all resources necessary to aid in problem resolution, including vendors’ software updates, drivers, online knowledge resources, and internal resources.
• Identify and learn appropriate software and hardware used by the company.
• Perform hands-on fixes at the desktop/laptop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Participate in baseline software image creation, evaluation, and deployment.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure the problem has been adequately resolved.
• Perform post-resolution follow-ups to service requests.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Develop discussion posts and videos in a self-help knowledge base as needed.
• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for customers, and recommend and implement corrective solutions, including off-site repair.
• Assess the need for hardware component upgrades, including installation.
• Collaborate with other IT Services staff to ensure efficient operation of the company’s computing environment.
• Process account provisioning, changes, and terminations.
• Maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Special Projects and other duties – as assigned.

• Education – High School Diploma required.
• Must communicate effectively. Strong service-oriented interpersonal skills are required.
• Professional demeanor and behavior are required.
• Experience working in an office & a collaborative team environment is preferred.
• Experience with LAN/WAN/cloud environment is required.
• Experience with Hardware support (desktops, laptops, smartphones & printers) is required.
• Hands-on software and hardware troubleshooting experience is preferred.
• Working knowledge of networking standards, including TCP/IP (IP4 and IPv6), DNS, and DHCP is required.
• Knowledge of applicable data privacy practices and laws required.
• Ability to research and troubleshoot a wide range of computing issues as required.
• Must be organized and able to manage time effectively, to meet deadlines.
• Must maintain a positive attitude and sense of humor!

Working Conditions:

• Work environment is indoors, sitting at a desk or standing for extended periods of time.
• Work is somewhat close to colleagues in shared cubicle and office space.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and ability to handle other computer components is required. Inspection of cables in floors and ceilings at times is required.
• Some travel to remote office locations.
• Lifting and transporting of objects (up to 50 lbs.) such as computers and peripherals is required.