Support Technician

4 weeks ago

Santa Monica, United States Intelliswift Full time

Job ID: 24-04577
Job Title: Support Technician
Location: Santa Monica, CA 90404 (100% onsite)
Duration: 3 months
Contract Type: W2 only
Pay Rate: $20.69/Hour
Schedule: 9AM-6PM PST (1-hr unpaid lunch)

Duties:

  • The role requires a high level of customer service orientation skills. The role holder must be able to pay attention to detail and have a proactive approach to issues and opportunities, along with a sense of urgency, and the ability to respond quickly to customer needs, with speed and accuracy.
  • Provide Tech support by diagnosing and solving hardware or software faults and troubleshooting basic technology issues
  • Talking clients through a series of actions, either face-to-face or over the telephone, to help resolve issues or configure systems
  • Installing and configuring computer hardware and software
  • Maintaining and updating support information and actions in the Tech Ticketing system, including procedural documentation and relevant reports
  • Following standard procedures and written instructions to repair a fault or set up computer systems
  • Supporting the roll-out of new applications, tools and services
  • Setting up new users' accounts and profiles and dealing with password issues
  • Responding within agreed time limits to incidents and service requests
  • Working continuously on a task until completion (or escalating to another group where appropriate
  • Prioritizing and managing many open cases at one time
  • Establishing a good working relationship with customers and colleagues within Tech
  • Representing Tech with professionalism and demonstrating Tech values at all times

Required Skills:
  • Minimum 2 years of Tech and Deskside Support experience.
  • Comfortable working with both PC and Mac platforms across a variety of operating systems (including MacOS and Windows 10)
  • Previous experience of supporting Apple hardware and software (MacBook, iPad, iPhone, Keynote, Mac OS, iOS)
  • Previously worked as part of a team, collaborating effectively with colleagues and team members across IT
  • Experience of delivering services to and interacting with VIPs and Executives.
  • Must be available within working hours 9am-6PM to offer deskside support to various West Coast locations, including and not limited to Santa Monica, Beverly Hills, and Hollywood
  • Ability to manage multiple client priorities, coordinate activities and manage expectations
  • Excellent time management skills
  • Technical knowledge of ITSM tools (e.g. ticketing systems, reporting & survey management).
  • Excellent Zoom and Remote support experience
  • Confident in A/V equipment
  • Flexibility in offering Executive home support and traveling to various office locations to provide in person support.
  • Flexibility in working between a 7am-7pm rotation shift. Primary working hours are 9am-6pm but need to be flexible to support business needs.
  • Excellent Interpersonal and communication skills, both written and verbal.
  • Demonstrable ability to establish positive working relationships with internal clients as well as peers in IT
  • Ability to work effectively across all levels of the organization and handle each request with discretion, tact, diplomacy and patience
  • Strong analytical / technical problem solving and troubleshooting skills across the wide range of technology
  • Expert knowledge of Microsoft Office Suite of products
  • Strong PC/Laptop hardware troubleshooting and deployment skills
  • Strong Apple/MacBook hardware troubleshooting and deployment skills
  • Strong software application installation/troubleshooting skills
  • Familiarity with installing and supporting various third-party software
  • Understanding of basic networking and network troubleshooting
  • Working knowledge of ServiceNow
  • Strong Android/iOS mobility support

Education:
  • Associate degree at a minimum. A+ Certification can be accepted in lieu of degree.
  • Must have 2+ years of Tech Support experience.

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