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IT Help Desk

2 months ago

Irvine, United States Innova Solutions Full time

Innova Solutions is immediately hiring for a Service Desk Technician - Mac



Title: Service Desk Technician - Mac

Location: Irvine, CA

Duration: 6months
Pay: $35-$38/hour

Job Summary:

The Service Desk Technician role is responsible for monitoring his/her ticket queue as well as any new tickets coming in from users to the general ticket queue.
The technician will also take incoming calls made to the Call Center.
The technician is also responsible for maintaining the end-user working environments, including all end user devices on this side of the wall or internal to the corporate firewall.
They include workstations (desktop & laptops), printers and other peripherals, Video conference equipment, cell phones, and VOIP desk phones.
The focus is on making sure the company's desktop computing environment is stable, secure and performing optimally.
The service desk technician is responsible for the operational efficiency of these systems.
The Service Desk technician is expected to provide a high level of customer service.

Duties and Responsibilities:

Provide outstanding customer service.
Has a strong desire to learn.
Be logged into Call Center and ready to take incoming calls during standard business hours.
Be in the on call rotation for after hour support.
Perform hands and eyes work onsite in case of a major incident, outage, or roll-out both during and after hours.
Closely monitor ticket queue for incoming tickets and route to proper teams if not able to resolve.
Document all end-user requests and interactions in ticketing system completing all steps as defined.
Maintain all SLAs for both users and VIPs.
Provide technical account management for customers resolving issues and escalating when appropriate.
Diagnose, troubleshoot and resolve requests utilizing RDP, BigFix Remote Control, VPN Software, etc.
Troubleshoot all inquiries regarding systems, hardware, software, and operator problems.
Route or escalate requests to appropriate functional teams beyond Service Desk Team.
Instruct users as well as troubleshoot basic and advanced software/hardware issues with internal and external customers via phone, email, chat, and remote control/assist software

Preferred Qualifications and/or Education:

Setup, support and trouble shoot VTC (Video Teleconference) and VOL (Video Online)
Provide fast response and maintain a high level of professionalism at all times
Provides reports to management
Build and maintain knowledge base and document procedures
Document and manage Product Development issues to resolution
Lead/assist with training and quality improvement programs