Help Desk Technician

6 days ago

thousand oaks, United States ECCO Select Full time

About Us

ECCO Select is certified as a Women-owned, Minority-owned, Small Business Enterprise. Through best-in-class talent acquisition, IT program management, and being an established government contractor, ECCO Select specializes in providing people, process, and technology solutions for our clients’ needs. ECCO Select has experience in assisting our commercial and government clients successfully manage projects and programs that transform their business operations through a variety of IT solutions. We’re the talent behind the technology. To find out more about ECCO visit www.eccoselect.com.


Position Overview:

Position Title: Helpdesk Technician

Location Information: Pt. Mugu, CA

Duration: long-term contract

Compensation: 45/hr


Job Summary:

The Deskside Technician I is responsible for providing on-site technical support to end users in a large enterprise environment. This role focuses on resolving hardware and software issues directly at the user’s workstation and ensuring timely solutions to IT incidents and service requests. The Deskside Technician will manage face-to-face interactions, documenting all activities in the IT ticketing system. This position involves troubleshooting desktop computers, laptops, peripherals, and software, as well as assisting with user account management, imaging devices, and collaborating with other IT teams for escalations. The Deskside Technician will support end-user training, contributing to continuous improvement while meeting federal contract objectives.


Job Responsibilities:

  • Provide on-site technical support, addressing hardware and software issues at user workstations.
  • Troubleshoot desktop/laptop hardware, operating systems (Windows, macOS), and applications (Microsoft Office, collaboration tools).
  • Assist with the installation, configuration, and maintenance of IT equipment (monitors, printers, peripherals).
  • Perform imaging of devices, including desktops and laptops, ensuring proper configuration and deployment.
  • Document and track incidents and requests in the ticketing system, ensuring accurate and timely updates.
  • Assist users with account setups, password resets, and access management, adhering to security protocols.
  • Collaborate with IT teams and escalate complex issues as needed for timely resolution.
  • Participate in training and knowledge-sharing sessions to stay current on technologies and improve support skills.
  • Maintain accurate records of hardware inventory, ensuring proper asset management.
  • Assist with IT setup and orientation for new employees, ensuring they are properly equipped and onboarded.
  • Ensure service delivery adheres to established service level agreements (SLAs) and performance metrics.


Qualifications:

  • As a requirement of this position, all candidates must be a U.S. Citizen.
  • 1-2 years of experience in a deskside or technical support role with an interest in growing technical expertise.
  • Strong problem-solving skills and the ability to provide hands-on support under pressure.
  • Proficient in troubleshooting hardware issues (desktops, laptops, printers, peripherals) and software problems.
  • Good verbal and written communication skills, with a strong focus on delivering excellent customer service.
  • Familiarity with IT service management tools and remote support technologies.
  • Experience working in a team environment, with a willingness to learn and adapt.
  • Knowledge of ITIL best practices is a plus.
  • Relevant certifications (e.g., CompTIA A+, HDI) are desirable but not required.


Other:

  • Must have an active Top Secret with SCI eligibility.
  • Will be subject to a federal background investigation.


Physical Demands and Working Conditions:

Listed below are the physical or mental requirements necessary for the job's performance. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions:

  • Requires physical mobility, frequent movement between user workstations, ability to stand or kneel for periods of time, and lift or move equipment with assistance.
  • Prolonged periods of computer desk work.
  • Dexterity of hands and fingers to operate a computer keyboard, tools and other computer components.
  • Speaking and hearing are sufficient to converse and understand conversations, both in-person, telephone, and virtual meetings.
  • The cognitive skills needed to complete tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for decision-making, problem-solving, and comprehending.
  • Ability to learn new tasks, remember processes, maintain focus, complete tasks independently, make timely decisions in the context of a workflow, and the ability to communicate with managers and co-workers.
  • Mental aptitude to respond appropriately in high-pressure situations or deadline-driven environments.
  • Maintain a professional emotional response when working with others.


Our Commitment

We would love to have you join our team ECCO Select is committed to hiring and retaining a diverse workforce. ECCO Select’s policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category.


Equal Employment Opportunity is The Law

This Organization Participates in E-Verify

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