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Technical Support Specialist

2 months ago

Santa Monica, California, United States Russell Tobin Full time

Position Title: Support Technician

Location: Santa Monica, CA

Contract Duration: 4 Months plus (Potential for extension or conversion for the right candidate)

Work Schedule: 100% Onsite, 9 AM - 6 PM PST

Compensation: $18/hr - $20/hr on W2 (Dependent on Experience)

Key Responsibilities:

  • Exhibit exceptional customer service skills, demonstrating attention to detail and a proactive approach to addressing issues and opportunities.
  • Provide technical assistance by diagnosing and resolving hardware or software malfunctions and troubleshooting basic technology challenges.
  • Guide clients through a series of steps, either in person or via phone, to assist in resolving issues or configuring systems.
  • Install and configure computer hardware and software as needed.
  • Maintain and update support documentation and actions within the Tech Ticketing system, including procedural guidelines and relevant reports.
  • Adhere to standard operating procedures and written instructions to repair faults or set up computer systems.
  • Assist in the deployment of new applications, tools, and services.
  • Set up new user accounts and profiles, addressing password-related issues.
  • Respond promptly to incidents and service requests within agreed timeframes.
  • Work diligently on tasks until completion or escalate to appropriate teams when necessary.
  • Prioritize and manage multiple open cases simultaneously.
  • Establish and maintain positive working relationships with customers and colleagues within the technology department.
  • Represent the technology team with professionalism, embodying the company's values at all times.

Essential Qualifications:

Minimum of 2 years of experience in Technical and Deskside Support.

Additional Skills:

  • Proficient in both PC and Mac platforms across various operating systems (including MacOS and Windows).
  • Experience supporting Apple hardware and software (MacBook, iPad, iPhone, Keynote, Mac OS, iOS).
  • Collaborative experience working within a team environment across IT departments.
  • Experience delivering services to VIPs and Executives.
  • Availability during standard working hours to provide deskside support across various locations.
  • Ability to manage multiple client priorities, coordinate activities, and set expectations.
  • Strong time management capabilities.
  • Familiarity with ITSM tools (e.g., ticketing systems, reporting, and survey management).
  • Proficient in remote support tools and platforms.
  • Confident in handling A/V equipment.
  • Flexibility to provide Executive home support and travel to various office locations.
  • Willingness to work within a flexible schedule, primarily between 9 AM - 6 PM, with potential adjustments to meet business needs.
  • Excellent interpersonal and communication skills, both written and verbal.
  • Demonstrated ability to foster positive working relationships with internal clients and IT peers.
  • Ability to navigate all organizational levels with discretion, tact, and patience.
  • Strong analytical and technical problem-solving skills across a diverse range of technologies.
  • Expertise in Microsoft Office Suite.
  • Strong troubleshooting and deployment skills for PC/Laptop hardware.
  • Strong troubleshooting and deployment skills for Apple/MacBook hardware.
  • Proficient in software application installation and troubleshooting.
  • Familiarity with installing and supporting various third-party software.
  • Understanding of basic networking and network troubleshooting.
  • Working knowledge of ServiceNow.
  • Strong support capabilities for Android/iOS mobility.

Educational Requirements:

Associate degree or A+ Certification in lieu of a degree.

Must possess 2+ years of experience in Technical Support.

Benefits Overview:

Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity), a 401(k) retirement savings plan, life and disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with select vendors.