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IT Support Technician

2 months ago

Westlake Village, United States WARNER PACIFIC INSURANCE Full time
Job DescriptionJob Description

This is an onsite role working onsite in Westlake Village, CA (Full-time in office)

Responsible for providing technical assistance and initial support related to computer systems, general tech support including Microsoft Windows and associated software & hardware primarily for internal staff. Triage trouble tickets to resolution or escalation and respond to queries. Also, isolate problems, and implement solutions with guidance of senior technicians and engineers. This position is a full time, on-site position in the Westlake Village office.

Primary responsibilities

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Resolve, update and/or route trouble tickets to the appropriate team.
  • Respond to queries either in writing or over the phone.
  • Help train users on best practices
  • Maintain daily performance of computer systems.
  • Troubleshoot issues to determine root cause.
  • Walk customer through problem solving process.
  • Run diagnostic programs to resolve problems.
  • Install, move or replace computer peripherals including cable management
  • Follow up with customers to ensure issue has been resolved.
  • Gain feedback from customers about computer usage.
  • Run reports to determine malfunctions that continue to occur.

QUALIFICATIONS

  • Associate’s degree in Computer Science or equivalent work or educational experience required. MCSA or similar certification a plus.
  • Minimum 5 years of experience Windows Desktop, Microsoft Office support required. Experience with M365 a plus.
  • Experience support Windows and Apple systems in an enterprise environment.
  • Security minded approach to technology to protect users and the organization as a top priority. Security+ or similar certification a plus.
  • Strong troubleshooting and problem-solving skills including the use of standard and specialized Microsoft tools including performance monitoring.
  • Strong understanding of MS Active Directory, shared storage, GPO, SCCM, Roaming Profiles, Folder redirection, permissions and common productivity applications.
  • Deep understanding of desktop hardware components, printers and scanners.
  • Basic knowledge of network components (Ie. Switch, Router, Firewall, Load Balancer)
  • Working knowledge of network functions (TCP/IP, UDP, Routing, ACLs, VLANs, WiFi, DNS)
  • High level of attention to detail with strong written, verbal and presentation skills.
  • Excellent communication, customer support and interpersonal skills.
  • Ability to lift up to 50 lbs and work under desks as required.
  • Full-time hours required, on premise with additional hours as necessary.
  • High ethical standards and willingness to learn.

Compensation

  • Hourly Range*: $28.85 - $38.46 per hour
  • Actual compensation may vary from posting based on work experience, education and/or skill level.
  • * The hourly or salary range is the range Warner Pacific in good faith believes is the range of possible compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
  • We offer a range of market-competitive benefits that include merit increases, paid holidays, Paid Time Off, medical, dental, vision, short and long term disability benefits, 401(k) + match, and life insurance.