Service Desk Agent - L1

Position: Service Desk Agent, Flex Technician L1

Reports To: TTI Manager

Work Location: Burbank, CA

Schedule: 40 hours per week

Salary Range: $21.00 - $24.00/hr

A Service Desk Agent/Flex Technician L1 denotes an entry-level role for an individual who has limited-service experience (i.e. generally, less than 2 years) but who has the technical knowledge, communication and organizational skills necessary to be trained to support a variety of onsite tasks for various TTI clients including Service Desk, Desktop Support, and IMACD tasks from either a TTI or Client location.

Assigned tasks are based on TTI business needs and can change on a daily/weekly/monthly cadence.

Key Responsibilities include but are not limited to:

• Service Desk tasks
  • Receive and respond to incoming user inquiries and L1 support requests via phone, email, or ticketing system.
  • Escalate complex or unresolved issues to senior technicians or appropriate IT teams for further resolution
  • Managing ticket queues and pulling appropriate tickets for completion
• IMACD tasks
  • Receiving and unboxing of equipment/peripherals
  • Asset management
  • Imaging of PCs and Macs and installing packaged software applications
  • Deploying and setting up new devices/peripherals
  • Completing end user set ups
  • Assisting with equipment moves, relocations, and cable management
  • E-waste disposal tasks
  • Managing ticket queues and pulling appropriate tickets for completion
• Desktop Support tasks
  • Providing on-site support at TTI or Client locations for break/fix issues
  • Deploying loaners
  • Hardware/software troubleshooting
  • Managing ticket queues and pulling appropriate tickets for completion

To ensure success as a Flex Technician L1, technicians should be willing to be trained in all aspects of computer systems configuration and set up, have excellent interpersonal and communication skills, and enjoy collaborating in a fast-paced team environment. Additional training and support will be provided to enhance skills and knowledge of the Flex Technician L1 in the IT field.

This position will report directly to an assigned TTI manager but at times will be required to work with other TTI management team members based on operational/flex needs.

Travel:There may be travel related to client projects where support and/or pickup drop-off services are required at various client locations. Commuting via vehicle to these client locations and travelling on weekends and/or outside of normal working hours may be required.

Requirements:

• Ability to install and properly configure multiple software packages such as Microsoft Office Suite, Adobe Creative Suite, etc.
• High School diploma or equivalent
• Excellent interpersonal, verbal, and written communication skills
• Experience with installation, diagnostic, upgrade, and data restoration
• Familiarity with ticketing systems such as ServiceNow and/or ConnectWise Manage
• Professional, reliable, flexible, supportive, and motivated to learn
• Proficient in the latest versions of Windows/Mac OS
• Superb time management skills

Essential functions of this at-will job position include:

A Flex Technician L1 is expected to successfully perform both the following long-term and daily duties as published below and as amended and/or added either expressly or implicitly by management.

Long-term Duties:

• Actively and enthusiastically participate in the development and improvement of TTI service operations
• Improve technical proficiency including completion of industry standard certifications
• Professionally represent and protect the interest of TTI in all interactions with customers, vendors, employees
• Pursue and successfully complete any offered/available required manufacturer or TTI training courses to heighten personal proficiency

Daily Duties:

• Assist TTI Manager(s) with documenting the tasks and project work
• Communicate in a positive, cooperative manner with co-workers and end users
• Effectively manage multiple tasks and priorities
• Escalate risks and task issues and provide solutions where applicable
• Increase technical proficiency through hands-on experience (on-site or in-house) and/or technical manuals or mentors
• Offer technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software
• Perform and complete all assigned tickets in an accurate and timely manner--includes duties of check-in/checkout with the Manager(s), appointment confirmations with users, proper ticket updates and completion, general service preparedness, etc.
• Respect and adhere to all TTI and Client policies and procedures
• Serve as an informed and reliable member of TTI by anticipating and satisfying customer and management requests for information or service in a timely and professional manner-no justifiable customer complaints
• Communicate in a positive, cooperative manner with co-workers
• Satisfy or exceed service performance goals, including average call rates, average response timeframes, etc.
• Respect and adhere to all TTI policies and procedures

Physical Requirements:

• Ability to stand/sit for prolonged periods of time
• Ability to walk between various client buildings in a campus environment and/ or ability to walk between and around building floors
• Satisfactory mobility to independently satisfy on-site deployments/ moves
• Adequate vision and dexterity to disassemble, reassemble and operate computer systems, printers and peripherals
• Adequate speech clarity and hearing to communicate efficiently with clients both on-site and via telephone interactions
• Satisfactory mobility to independently satisfy on-site repairs
• Physical strength adequate to carry/move required tools, parts, equipment and systems
• Must be able to deal with high pressure situations and time constraints effectively
• Position requires moderate lifting (up to approx. 60 lbs.)

Additional Requirements:

In addition to the technical knowledge, experience and competence required of this particular job position, TTI's employees must also possess problem-solving skills, intelligence, perseverance, orderliness, responsibility, drive toward and satisfaction at the attainment of goals, calmness and endurance under stressful conditions, consistency and predictability in the regular attendance to duty, individual initiative as well as participation in group efforts, correct estimation of specific circumstances, fairness, empathy, appreciation toward fellow workers, and effective communications skills.

In keeping with these job requirements, TTI may choose to utilize application forms, interview procedures and/or pre-employment non-medical, non-psychological testing regimens that will assist TTI to determine whether applicants can meet TTI's performance standards. Applicants for the above job position may be required to undergo such screening procedures.

NOTE: The statements herein are intended to describe the general nature and level of work being performed by TTI employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of TTI.

Candidates must be able to perform the essential functions of this position, with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EEO Statement:

Turner Techtronics provides equal employment opportunities to all employees and applicants in all company facilities without regard to race (including hair texture and hairstyles), color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, (or related medical conditions, including, but not limited to lactation), physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state, and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfers, and leaves of absences, compensation and training.

DEI Statement:

Turner Techtronics is on a mission to provide the resources necessary to raise awareness and to support a diverse, equitable, and inclusive environment. We are continuing to build a culture that is safe, respectful, fair and inclusive for all of our employees. We are proud to employ people of all backgrounds who possess the talent, energy, and focus to accelerate our vision forward.

COVID Vaccination Requirement:

Effective August 5, 2021, and until further notice, Turner Techtronics shall adhere to staff vaccination and testing guidelines outlined in the CA Dept. of Public Health (CDPH) Behavioral Health Information Notice No: 21-041. These instructions shall apply to all applicable TTI facilities and clients. Any new applicant at TTI will be required to submit their Vaccination Certificate status. Any candidate in any of the TTI and client locations which mandate vaccinations will be required to be fully vaccinated before considered for employment.