Job Title: Level 1+ Help Desk Support
Job Type: Contract (4 and a half months)
Location: Irvine, CA
Work Setup: Hybrid
Overview of the role:
Installs, modifies and maintains the organization's personal computers and related systems under direct supervision. installs, updates, and backs up hardware and software programs. Identifies and fixes software and hardware issues; instructs users on how to use new software and fix common issues; and offers assistance as required.
Responsibilities:
- Support for Microsoft Office, Windows, and apps. Knowledge of Microsoft Teams is a bonus
- Respond to user inquiries and requests using the ticketing system and phone
- Configures, diagnoses, identifies, and fixes hardware/software and printing issues in a wired and wireless enterprise environment that includes PCs, tablets, Macs, and smartphones
- Installs software and hardware while adhering to established asset tracking and licensing agreements. Aids with the installation of workstations, relocations, and other related duties
- Uses technical knowledge, tools, and organizational resources to solve a variety of problems. All requests, troubleshooting efforts, and outcomes are documented in the organization's ticketing system, and end-users are kept informed. Adheres to established escalation protocols and notifies management of outages, priority concerns, reoccurring problems, and patterns
- As needed, assists end users in interpreting and implementing instructions, technical documentation, or processes. End-user education for systems and software products is provided
Must have:
- Extensive technical support experience
- Advanced troubleshooting abilities
- Experience with Active Directory and Office365
- Professional manner
- Excellent written and verbal communication skills
- Knowledge of PC-related software and hardware, as well as productivity programs, is required
- (for example, Microsoft Office Suite), experience with ticketing systems, and excellent customer service and organizing skills
- Ability to take initiative and apply analytical abilities is required. Outstanding time management and organizing abilities
- Adaptive customer service skills, including the capacity to engage effectively with persons at various levels within and outside of the organization
- Requires a High School Diploma, GED, or national equivalent.
- 3-4 years related experience