Technical Support Specialist

2 weeks ago

Santa Monica, California, United States Russell Tobin Full time

Position: Support Technician

Location: Santa Monica, CA

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

Work Schedule: Onsite, 9 AM - 6 PM PST

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

Key Responsibilities:

  • Deliver exceptional customer service with a focus on detail and a proactive approach to resolving issues.
  • Diagnose and address hardware and software malfunctions while troubleshooting basic technology challenges.
  • Guide clients through troubleshooting steps, either in person or via phone, to resolve technical issues.
  • Install and configure computer hardware and software systems.
  • Maintain accurate records of support interactions and actions in the Tech Ticketing system, including procedural documentation and reports.
  • Adhere to established procedures and guidelines 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, managing 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 multiple open cases simultaneously while prioritizing effectively.
  • Foster positive working relationships with customers and colleagues within the technology department.
  • Represent the technology team with professionalism and uphold company values consistently.

Essential Qualifications:

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

Additional Skills:

  • Proficient in both PC and Mac environments across various operating systems (including MacOS and Windows).
  • Experience supporting Apple hardware and software (MacBook, iPad, iPhone, Keynote, Mac OS, iOS).
  • Collaborative team player with a history of effective interaction with colleagues across IT.
  • Experience providing services to VIPs and Executives.
  • Availability during standard working hours to provide deskside support across various locations.
  • Ability to juggle multiple client priorities and manage expectations effectively.
  • Strong time management capabilities.
  • Familiarity with ITSM tools (e.g., ticketing systems, reporting, and survey management).
  • Proficient in Zoom and remote support techniques.
  • Comfortable with A/V equipment.
  • Willingness to provide Executive home support and travel to different office locations for in-person assistance.
  • Flexibility to work between 7 AM - 7 PM as needed.
  • Excellent interpersonal and communication skills, both written and verbal.
  • Ability to build positive relationships with internal clients and IT peers.
  • Effective at all organizational levels, handling requests with discretion and patience.
  • Strong analytical and technical problem-solving skills across diverse technologies.
  • Expertise in Microsoft Office Suite.
  • Proficient in PC/Laptop hardware troubleshooting and deployment.
  • Skilled in Apple/MacBook hardware troubleshooting and deployment.
  • Experienced in software application installation and troubleshooting.
  • Familiar with installing and supporting various third-party software.
  • Understanding of basic networking and troubleshooting.
  • Working knowledge of ServiceNow.
  • Strong support capabilities for Android/iOS mobility.

Education:

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

Must possess 2+ years of experience in Tech Support.

Benefits Overview:

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

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