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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)

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 mindset to address issues and opportunities with urgency.
  • Provide technical assistance by diagnosing and resolving hardware and software malfunctions, as well as 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 set up computer hardware and software efficiently.
  • Maintain and update support documentation and actions within the Tech Ticketing system, including procedural guides and relevant reports.
  • Adhere to standard operating procedures and written instructions to rectify faults or establish 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 the appropriate team when necessary.
  • Manage and prioritize multiple open cases simultaneously.
  • Foster positive working relationships with customers and colleagues within the technology department.
  • Represent the technology team with professionalism, embodying company values consistently.

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 to various locations.
  • Ability to manage multiple client priorities and coordinate activities effectively.
  • Strong time management capabilities.
  • Familiarity with ITSM tools (e.g., ticketing systems, reporting, and survey management).
  • Proficient in Zoom and remote support methodologies.
  • 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 9 AM - 6 PM, to meet business needs.
  • Excellent interpersonal and communication skills, both written and verbal.
  • Demonstrated ability to build positive relationships with internal clients and IT peers.
  • Ability to work effectively across all organizational levels while maintaining discretion and professionalism.
  • Strong analytical and technical problem-solving skills across a wide range of technologies.
  • Expertise in Microsoft Office Suite.
  • Strong troubleshooting skills for PC/Laptop and Apple/MacBook hardware.
  • Proficient in software application installation and troubleshooting.
  • Familiarity with various third-party software installations and support.
  • Basic understanding of networking and network troubleshooting.
  • Working knowledge of ServiceNow.
  • Strong support skills 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, including medical, dental, and vision plans, along with supplemental coverage options, a 401(k) retirement savings plan, life and disability insurance, and various employee assistance programs.