Customer Svc Rep 1, IT

Easterseals Southern California • Irvine, CA

1d • $25 - $31

About The Position

Easterseals Southern California transforms lives every day. For over a century, Easterseals has championed inclusion and independence—delivering essential services like early childhood programs, autism services, employment and independent living support to more than 29,000 people each year. Through advocacy and education, we break barriers and create opportunities for the one-in-four Americans with disabilities. OVERVIEW OF POSITION: Under direct supervision, installs, modifies, and maintains the organization’s personal computers and related systems. Installs, upgrades and backs-up software and hardware applications. Troubleshoots software and hardware failures and resolves as appropriate; educates users in resolving routine problems, using new software and providing advice and guidance as needed. OVERVIEW OF POSITION: Under direct supervision, installs, modifies, and maintains the organization’s personal computers and related systems. Installs, upgrades and backs-up software and hardware applications. Troubleshoots software and hardware failures and resolves as appropriate; educates users in resolving routine problems, using new software and providing advice and guidance as needed. ESSENTIAL FUNCTION: Configures, diagnoses, identifies and resolves hardware/software and printing issues in a blended PC, tablet, Mac and smartphone wired and wireless enterprise environment Performs software and hardware installations and adheres to established asset tracking and licensing agreements. Assists with workstation installations, relocations, and other related tasks Pursues resolutions to a variety of issues using technical knowledge, tools and organizational resources. Documents all requests, troubleshooting efforts, and resolutions in the organizations’ ticketing system and keeps end-user informed. Follows established escalation procedures and alerts management to outages, priority issues, recurring problems and patterns. Assists end-users in interpreting and implementing instructions, technical documentation or procedures as needed. Provides end-user education for systems and software products Performs other duties as assigned

Requirements

• Requires a High School Diploma, GED, or national equivalent.
• 0-2 years’ related experience.
• Demonstrated knowledge of PC related software and hardware, knowledge of productivity applications (e.g. Microsoft Office Suite), familiarity with ticketing systems, and strong customer service and organizational skills
• Demonstrated ability to take initiative, implement analytical skills.
• Excellent time management, and organizational skills
• Adaptive customer service skills including the ability to effectively interact with individuals at all levels internal and external to the organization
• Consistent ability and practice handling and maintaining confidentiality with organizational matters
• Ability to adapt to a dynamic environment and learn department-specific computer systems
• Ability to pass a post-offer physical examination and a TB test
• Ability to obtain and maintain a criminal record/fingerprint clearance from the Department of Justice and Federal Bureau of Investigation, per Easterseals of Southern California and/or program requirements.
• Carrying/Lifting: Occasional / 0-35 lbs.
• Standing: Occasional / Up to 3 hours per day
• Sitting: Constant / Up to 8 hours per day
• Walking: Occasional / Up to 3 hours per day
• Repetitive Motion/Activity: Keyboard activity, telephoneuse, writing
• Visual Acuity: Ability to view a computer monitor and read newsprint
• Travel: Ability to travel locally; maintain driving record in compliance with Transportation Safety Standards; maintain auto insurance and vehicle registration
• Environmental Exposure:

Responsibilities

• Configures, diagnoses, identifies and resolves hardware/software and printing issues in a blended PC, tablet, Mac and smartphone wired and wireless enterprise environment
• Performs software and hardware installations and adheres to established asset tracking and licensing agreements.
• Assists with workstation installations, relocations, and other related tasks
• Pursues resolutions to a variety of issues using technical knowledge, tools and organizational resources.
• Documents all requests, troubleshooting efforts, and resolutions in the organizations’ ticketing system and keeps end-user informed.
• Follows established escalation procedures and alerts management to outages, priority issues, recurring problems and patterns.
• Assists end-users in interpreting and implementing instructions, technical documentation or procedures as needed.
• Provides end-user education for systems and software products
• Performs other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED