Service Desk Technician - Experienced

We are seeking a highly motivated and experienced Service Desk Technician to join our dynamic team.

The ideal candidate will be responsible for:

• End-User Exceptional Support: Respond to incoming technical support requests via phone, email, or ticketing system. Diagnose and troubleshoot hardware, software, and network issues for end-users. Provide step-by-step guidance and solutions to users for Tier 1 support calls, ensuring a positive support experience.
• Incident Management: Log and categorize incidents, service requests, and problems in the ticketing system. Prioritize and escalate issues as necessary, ensuring timely resolution. Follow established procedures for incident resolution and service request fulfillment.
• Hardware and Software Maintenance: Install, configure, and maintain desktops, laptops, printers, and other hardware devices. Install, upgrade, and troubleshoot software applications. Perform routine maintenance tasks, such as software updates and system patches.
• User Training: Provide basic training to end-users on hardware and software usage. Create and update user documentation and knowledge base articles.
• Collaboration: Collaborate with other IT support teams to resolve complex technical issues. Communicate effectively with end-users and management to keep them informed of issue status and resolution.
• Proactive Problem Solving: Identify recurring issues and work with the team to implement permanent solutions. Contribute to the improvement of IT processes and procedures.

Qualifications:

• Proven expertise in desktop support or a similar technical role.

• Proficient in desktop operating systems (Windows, MacOS), system administration, and network protocols.

• In-depth knowledge of hardware components, diagnostics, and repair methodologies.

• Strong analytical and problem-solving skills, with a keen attention to detail.

• Strong knowledge of Office 365 applications, Sharepoint, Adobe, G-Suite, NAS, and Synology.

• Experience with server deployment and management.

• Experience with Remote Management and Monitoring tools.

• Must have a reliable vehicle.

• Must be able to travel to client locations to provide support.

• Must be able to lift 50 lbs.

Education and Experience:

• High school diploma or GED.
• 3+ years of hands-on experience in desktop support or a related technical role.
• Industry certifications are desired but not required.
• A technical interview is required to demonstrate your skills.

The position is on-site in our Pasadena, CA, office, Monday through Thursday, 8 am to 5 pm.