Work Setup: On site
Location: Tustin, CA
Job type: 6 months - Contract to hire
Salary: $30-$35 per hour
Summary of Role:
We are seeking a Help desk technician to provide fast and useful technical assistance on computer and software systems. You will answer queries on basic technical issues and offer advice to solve them. This role will report to the IT Service Desk Manager. A successful candidate will have an enthusiastic entrepreneurial work ethic. This person must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.
Essential Duties and Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance over the phone, email, or in person
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by the customer to the appropriate internal team
- Identify and suggest possible improvement in procedures
- Mac and PC troubleshooting
- Cloud application administration
- License and inventory tracking
- Perform system patching, software rollouts, and maintenance
- Assist with network cable patching and desk phone deployments
- Assist with AV setup for meetings and conferences
Required Qualifications:
- Proven experience as a help desk technician or other customer support role
- Tech-savvy with working knowledge of office automation products, databases, and remote control
- Good understanding of computer systems, mobile devices, and other tech products
- Employee onboarding, account and license provisioning through Office 365 and MS Active Directory
- Ability to diagnose and resolve basic technical issues
- Excellent communication skills
- Customer-oriented and cool-tempered
Education Requirements:
- BSc/BA in IT, Computer Science or relevant field preferred
Desired Certifications:
- MS-900 or MS-100 preferred
- CompTIA A+, Net+, Sec+