Deskside Technician II

Pomeroy•Irvine, CA

19h•Onsite

About The Position

The Deskside Technician II is a Level 2 Deskside Support role within Manage Services. This roles core function is to provide top of the line service to end users and the client to ensure we are meeting their service needs. This role’s location is specific to the location in the Job Listing.

Requirements

1-3 years help desk experience required
Advanced computer skills required
Familiarity with devices within an enterprise environment
Experience working with Windows OS versions 7-11 and Mac OS
Demonstrates excellent verbal communication and writing skills.
Demonstrates good customer service skills and motivation.
Must be responsible and dependable.
Must have reliable transportation.
Demonstrates experience using and troubleshooting various applications such as Microsoft Word, Excel, Access, Outlook, and Web based applications.
Ability to work well with various people from staff to high-level administrators.
Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines.
Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user.
Must possess exceptional written and verbal communication skills (in English).
Ability to quickly learn and acquire expertise in client's custom applications.
Self-starter, strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen.
Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.
Team player who is invested in and strives to maximize team/department performance.

Nice To Haves

1-2 years AV Support preferred
CompTIA A+ preferred
Knowledge of CA USD preferred -- experience with similar ticket-tracking/request system workflow tool considered.

Responsibilities

Identifies, researches, and resolves technical problems.
Responds to help desk tickets and escalations
Required to meet the monthly metric standard for 150 tickets (200 Goal) closed a month
Required to meet the monthly metric standard of 0 tickets breached SLA/OLA for incident requests
Provide walk in support on-site to end users
Assist with AV Support as necessary
Provide Smart hands assistance to Level 3 support teams (Networking, AV, etc.)
Assist with asset disposition
Organize, track, and update Assets accordingly (Asset Management)
2nd POC for escalated/expedited requests
Assisting with on-site projects for the client