Service Desk Technician II

Worker Type

Job Description

Summary

The Service Desk Technician II is part of the Information Technology Service Desk Team and is the direct support for the installation, maintenance and troubleshooting of desktop computers, laptops, printers and network services. This position is the first point of contact for users who contact the service desk team through phone, email and ticketing system to ensure that users receive appropriate assistance, status updates and resolution in a timely manner.

The Information Systems Specialist will assist in the installation, implementation, and upgrades of internal systems and maintain a tracking system for usage evaluation.

This is an on-site position in Simi Valley, CA

Position Responsibilities:

• Utilizes ticketing system to communicate, document, schedule and prioritize issues for internal and off-site employees

• Escalates advanced issues to appropriate team members or other teams. Notifies user of escalation through status updates

• Maintains records and inventory of computers, hard drives, monitors, RSA tokens, travel laptops and other computer accessories

• Updates documentation for self-help instructions, standard operating procedures and technical guidelines relating to IT

• Completes daily service desk activities monitoring ticketing system and providing support to remote users, VPN, Microsoft Office, Windows and Mac OS support, iPhones, desk phones, tablets, local/network printers, and any industry software

• Responsible for Windows & Mac imaging of computer systems, setting up new hire employees with equipment & gathering of equipment from off-boarding employees

• Provides support for on-site/off-site meetings, conference rooms and audio/video related support

• Performs hardware support including installs, troubleshooting, basic repairs, printer maintenance, e-waste and responsibility for the storage and inventory tracking of new and used equipment; assists team with preparing for IT related projects with testing & deployments

• Builds stable, productive internal/external working relationships using effective interpersonal skills. Demonstrates effective, clear, and concise written and verbal communication skills. Articulates solutions in an effective and cohesive manner

• Develops professional expertise and understanding of the specialization; applies company policies and procedures to resolve a variety of issues and normally receives general instructions on routine work and detailed instructions on new projects/assignments

• Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors

• Other duties as assigned

Basic Qualifications (Required Skills & Experience):

• High School Diploma or GED required; some College coursework / B.S. in Computer Science or related discipline preferred

• Minimum of 2 - 5 years of relevant experience or equivalent combination of education, training, and experience

• Computer industry certifications are preferred (Comp Tia Network+, Security+, Microsoft, VM, Cisco)

• Demonstrates strong customer service for phone and face-to-face interaction

• Effective, clear, and concise written and verbal communication skills; articulates solutions in an effective and cohesive manner

Other Qualifications & Desired Competencies:

• Demonstrates effective analytical, problem-solving, interpersonal, time management, organizational & interpersonal skills

• Ability to excel in a fast-paced, deadline-driven environment, where small teams share a broad variety of duties

• Displays strong initiative and drive to accomplish goals and meet company objectives

• Takes ownership and responsibility for current and past work products

• Is committed to learning from mistakes and driven to improve and enhance performance of oneself, others, and the company

• Focuses on teamwork and puts the success of the team above one's own interests

Physical Demands:

• Ability to work in an office environment (Constant)

• Ability to safely lift up to 50 lbs. and carry/move objects of varying shapes and sizes (Occasional)

• Required to stand and sit for long periods (Frequent)

• Required to talk, hear, and use hands and fingers to operate a computer and telephone keyboard (Constant)

The…