apply.workable.com - ATS
Level 1 Technology Support Specialist
apply.workable.com - ATS, Pasadena, California, United States, 91122
This position will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting our clients across multiple locations and many different industries. The Level 1 Technology Support Specialist will be responsible for the administration and internal support of the Clients’ PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations.DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following. Other duties may be assigned:Honest, self-motivated, professional, team player and the ability to work with minimal supervisionTravel to client offices when neededExceptional customer service skills, organizational skills with a proven ability to manage multiple prioritiesAbility to learn new technology quicklyMust be able to diagnose problems quickly and correctly with computer systems and introduce a resolutionProvides installation, support, and maintenance of workstation, scanner, fax, printers, mobile devices, etc.Answer client calls and create detailed ticketsEscalate tickets to the appropriate technician when neededRemote/On-site troubleshooting of level 1 issues such as desktop hardware failuresWill be responsible for taking calls on an On-Call rotationPunctuality is requiredProvide helpdesk support and resolve problems to the end user's satisfactionMonitor and respond quickly and effectively to requests received through phone calls or email to ticketing systemMonitor Service Desk for tickets assigned to the queue and process first-in first-out based on priorityModify configurations, utilities, software default settings, etc. for the local workstationUtilize and maintain the helpdesk tracking softwareDocument internal proceduresAssist with onboarding of new usersEnsure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipmentInstall, test, and configure new workstations, peripheral equipment, and softwareMaintain inventory of all equipment, software, and software licensesManage PC setup and deployment for new employees using standard hardware, images, and softwareAssign users and computers to proper groups in Active DirectoryPerform timely workstation hardware and software upgrades as requiredSUPERVISORY RESPONSIBILITIES:
NoneQUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:REASONING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.COMPUTER SKILLS:
To perform this job successfully, an individual should have knowledge of Microsoft Office software; including Word, Excel, Email and Scheduling software.PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee must occasionally lift and/or move up to 60 pounds. Employee is required to maintain a valid driver’s license with reliable transportation.WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.Job Type:
Full TimeRequired education:
Associate degree in IT, Computer Science or related fieldRequired experience:
1-3 years of relevant technical experienceCustomer Service: 1 year (preferred)Types at least 40 wpmProficient MS Office ExperiencePreferred certifications:
Windows: 1 yearCustomer Service: 1 yearA+ CertificationNetwork+Microsoft Certified ProfessionalMCSAMCITP
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Core duties and responsibilities include the following. Other duties may be assigned:Honest, self-motivated, professional, team player and the ability to work with minimal supervisionTravel to client offices when neededExceptional customer service skills, organizational skills with a proven ability to manage multiple prioritiesAbility to learn new technology quicklyMust be able to diagnose problems quickly and correctly with computer systems and introduce a resolutionProvides installation, support, and maintenance of workstation, scanner, fax, printers, mobile devices, etc.Answer client calls and create detailed ticketsEscalate tickets to the appropriate technician when neededRemote/On-site troubleshooting of level 1 issues such as desktop hardware failuresWill be responsible for taking calls on an On-Call rotationPunctuality is requiredProvide helpdesk support and resolve problems to the end user's satisfactionMonitor and respond quickly and effectively to requests received through phone calls or email to ticketing systemMonitor Service Desk for tickets assigned to the queue and process first-in first-out based on priorityModify configurations, utilities, software default settings, etc. for the local workstationUtilize and maintain the helpdesk tracking softwareDocument internal proceduresAssist with onboarding of new usersEnsure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipmentInstall, test, and configure new workstations, peripheral equipment, and softwareMaintain inventory of all equipment, software, and software licensesManage PC setup and deployment for new employees using standard hardware, images, and softwareAssign users and computers to proper groups in Active DirectoryPerform timely workstation hardware and software upgrades as requiredSUPERVISORY RESPONSIBILITIES:
NoneQUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:REASONING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.COMPUTER SKILLS:
To perform this job successfully, an individual should have knowledge of Microsoft Office software; including Word, Excel, Email and Scheduling software.PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee must occasionally lift and/or move up to 60 pounds. Employee is required to maintain a valid driver’s license with reliable transportation.WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.Job Type:
Full TimeRequired education:
Associate degree in IT, Computer Science or related fieldRequired experience:
1-3 years of relevant technical experienceCustomer Service: 1 year (preferred)Types at least 40 wpmProficient MS Office ExperiencePreferred certifications:
Windows: 1 yearCustomer Service: 1 yearA+ CertificationNetwork+Microsoft Certified ProfessionalMCSAMCITP
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