Desktop Support Analyst Torrance, CA
5 months ago
Location: Torrance, CA ( Onsite)
Contract Job Opportunity
Responsibilities:
- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users Classify Service Calls according to the specified options
- Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles
- Coordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolution
- Use the ServiceNow to document and manage problems and work requests and their respective resolutions and circumvention's
- Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
- Troubleshoot client software and basic network connectivity problems remotely using Bomgar
- Identify, evaluate and prioritize customer problems and complaints
- Participate in on-going training and departmental development
- Maintain quality standards for incident documentation and phone calls
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