Desktop Support

5 days ago

Los Angeles, California, United States Prosum Full time

Job Summary

The Customer Support I Technician will provide first-line technical support to customers via phone and email. This role involves diagnosing and resolving basic technical issues, assisting with account management, and ensuring a positive customer experience. The primary focus is on closing issues on first contact and escalating more complex problems to tier 2 support. Experience supporting AV Equipment is required

Key Responsibilities

  • Respond to customer inquiries and provide technical assistance for common issues related to hardware, software, and network connectivity.
  • Assist customers with account setup, password resets, and general troubleshooting.
  • Document and track customer interactions and solutions in the help desk system.
  • Escalate complex issues to tier 2 technicians or other departments as needed.
  • Maintain a high level of customer satisfaction through effective communication and problem-solving.
  • Process paperwork for new hire onboarding and offboarding, including user account management using MS Active Directory, Office 365, and Exchange Online.
  • Provide support through assessing and assigning Help Desk requests via telephone email, and chat, ensuring that all trouble tickets are handled in a controlled manner while interfacing with the user community.

Qualifications

  • High School Diploma or equivalent.
  • Strong verbal and written communication skills.
  • Basic knowledge of computer hardware, software, and networking.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  • Previous customer service or technical support experience is a plus.
  • Experience troubleshooting hardware/software issues on MAC, PC, and iPhone.
  • Familiarity supporting Office 365 services like email, Outlook, Word, and Excel.
  • Experience with cloud file storage solutions like Dropbox, SharePoint/OneDrive, and Box

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