Service Desk Technician

5 months ago

Simi Valley, United States Resource Informatics Group Full time
Title: Information Systems Specialist / Service Desk Technician
Duration: 6 Months Contract
Location: Simi Valley, CA

JOB Description:
The Information Systems Specialist 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 is an entry-level position and the first point of contact for users who
contact the service desk team through phone, email, and ticketing systems to ensure that users receive
appropriate assistance, status updates, and resolution in a timely manner. Assists in the installation,
implementation, and upgrades of internal systems and maintains a tracking system for usage evaluation.

Responsibilities
• Fields incoming requests and incidents to resolve technical issues through the ticketing system.
• 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
• Responsible for 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
• Performs Windows & Mac imaging of computer systems, setting up new hire employees with equipment & gathering 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
• Learns to use professional concepts. Applies company policies and procedures to resolve the routine issue and normally receives detailed instructions on all work. Works on assignments tasked by the Service Desk Supervisor
• Works on problems of limited scope and articulates issues and need for guidance, as applicable Other duties as assigned

Basic Qualifications (Required Skills & Experience)
• High School Diploma or GED equivalent required
• Minimum 1 - 2 years of relevant experience or equivalent combination of education, training, and experience
• Has a solid understanding of the Windows Operating System and computer hardware?
• Strong computer skills and proficiency in Microsoft Office
• 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

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