Service Desk Specialist

Frontline, LLC is Southern California's trusted leader in small and mid-size business computing. We specialize in providing Managed Services, network and computer support and Information Technology (IT) consulting services to small and mid-size businesses in the Southern California area.

Frontline, LLC does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

This position reports directly to the Service Delivery Manager, and is part of a team of technicians who are responsible for establishing good rapport with clients and delivering reactive level 1 end user support, triage, and setting client expectations per Service Level Agreements.

• Logging and tracking incoming calls and email tickets as well as providing efficient customer support for level 1 issues related to servers, desktops, laptops, mobile devices (Android/iPhone), applications and peripherals, primarily Windows and Mac environments.
• Providing technical support over the phone, remotely and on site to clients.
• Ensuring all call details are captured and entered into ticketing system according to procedure.
• Taking ownership of a call, seeing it through to closure, and escalating calls and issues where necessary to level 2 and senior technicians following established escalation procedures.
• Diagnosing and resolving a wide range of technical issues remotely over the phone and remotely.
• Prompt response time according to our SLA for all phone and service request tickets.
• Providing troubleshooting and configuration support for client desktop and networking environments in line with Frontline’s Best Practice models.
• Parlaying with 3rd party vendors, ISP, Cloud Services, etc… to move issues towards completion.
• Properly documenting new or updated client information via internal knowledgebase applications.
• Participation in weekly rotating on call schedule, providing SLA approved after-hours support.
• Onsite work is required occasionally to assist Professional Services with project deployment including infrastructure roll out, network expansion, client hand holding, etc…
• Communicating problems, maintaining incident reports, activity logs, shift hand-off and follow-up activities with the Operations Manager.
• Must be able to work independently on issues and assignments and report daily progress to the Operations Manager.
• Collaborate and share information and ideas with other members of the Service Desk team.
• Accurately translate client requests/issues to technical standards.
• Coordinate scheduling, service calls and assignments with Operations Manager.
• Diplomatically manage customer's expectations, and remain composed under pressure.
• MUST effectively communicate technical ideas and instructions to non‑technical end users, without sounding pretentious, while maintaining a positive perspective.
• Identify trends and recurring issues in reactive service, and report them to Operations Manager.
• Regularly check with the Operations Manager on a weekly basis to discuss aspects of work.
• Quarterly meetings with the Operations Manager to check goals and expectations.
• Complete End of Day Reports and submit to the Operations Manager.
• Communicate SLA information to clients when requested.
• Job requires occasional travel and requires some off‑hours or weekend work.
• Ability to work various shifts and occasional overtime to ensure service desk coverage.
• Maintain and Submit up to date Time Entries and Expenses for billing purposes.

• Minimum 2 years’ experience within relevant IT fields is desired.
• Bachelor degree in the field of computer science, information sciences, or related field preferred.
• Knowledge of Microsoft Office applications and all recent Windows operating systems.
• General understanding of Active Directory, Group Policy, and basic network concepts a plus.
• Basic knowledge of Active Directory, Group Policy, SNMP, Virtualization technologies, MS Exchange, SQL Server and basic network concepts.
• Communicate clearly and concisely, both orally…