Job Details
Qualifications
- Citrix
- Microsoft Access
- Microsoft Outlook
- Windows
- iOS
Job Description
Overview:
Position: Service Desk Technician Tier 3
Location: Must be able to work on-site 2 days per week in Tustin, CA (Hybrid)
Pay is up to $33/hr
Responsibilities:
Manages incidents and communications through service desk ticketing system.
Performs diagnostics with user to collect information about problem to determine source of error.
Participates in creation and maintenance of IT standards and procedures.
Assists with developing and improving IT efficiencies through automated processes.
Participates in service desk phone coverage when needed.
Analyzes and evaluates incident reports and makes recommendations to reduce service desk incident rate.
Contacts software and hardware vendors to research problem and determine recommended solutions.
Analyzes and corrects problems using documented procedures, available tools, and personal knowledge and skills.
Performs essential assigned duties and support on priority company projects.
Part of an on-call rotation to support afterhours and weekends.
Provide the personalized, white glove support to Owners and all C Level Executives.
Maintaining confidentially and privacy in all dealings with owners and C level executives.
Keep abreast of trends in technology and its application to understand current best practice, possible alternative solutions and to support problem solving.
Manage own time to fulfill tasks efficiently, in the correct priority and to the required level of quality, within the context of the objectives supplied by manager.
Communicate the progress of investigations and planned solutions to customers, managing their level of expectation and increasing their understanding of company desktop technology.
Liaise with colleagues, utilizing their expertise to solve more complex problems or pass on responsibility to the appropriate Executive Desktop team members. Continuously look for improvement within Support.
The support of mobile devices including iPhone, iPad, iPod, Android, and Windows & Apple laptops and desktops.
Audio visual system setup and support in residential and business environments.
Network configuration and problem solving in Windows, Apple, and Citrix environments (wired and wireless; residential and business).
Additional job duties as assigned by management
Qualifications:
An excellent customer service manner is required together with the ability to handle sensitive and challenging support situations with a calm and methodical approach.
Minimum of 5 years’ experience.
At least 2 year of Apple configuration and support experience (iPads, iOS, iPhones, MacBooks etc.), as well as Android and their related OS environments.
At least 3 years’ experience working with Active Directory, MS Office, Windows and Mac environments, and have a good understanding of networks.
Strong understanding of Microsoft Outlook and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality need
Ability to work with little or no supervision from direct manager.
Extensive support with VPN and Wireless Networks.
Installation and configuration of local LAN printers.
Audio/Video systems experience is a plus.
Ability to work in a fast-paced, highly technical environment.
Excellent verbal and written communication skills.
Willingness to cooperate with others and work to the greater good
Provide regular status reports and updates to management
Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.
Other Duties: This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information.
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