Customer Svc Rep 2, IT

Easterseals Southern California • Irvine, CA

1d • $27 - $34 • Hybrid

About The Position

Under general 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; trains users in resolving routine problems, using new software and providing advice and guidance as needed.

Requirements

• Requires a High School Diploma, GED, or national equivalent.
• Typically requires 2 to 5 years’ related experience. Or a combination of training, education and experience to perform the job successfully
• 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
• Experience supporting 1,500+ end-users
• 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

Nice To Haves

• CompTIA A+ or equivalent certification preferred.

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.
• Works independently and 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.
• Creates and/or revises existing end-user instructions, technical documentation or procedures as needed. Provides end-user training for systems and software products
• Participates in and supports help desk initiatives and projects
• Performs other duties as assigned

What This Job Offers

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