Help Desk Technician I

GT'S Living Foods•Los Angeles, CA

2d•Onsite

About The Position

The IT Help Desk Technician I plays a critical role on the IT team by providing fast and effective basic technical assistance on computer systems to users across the organization. Working in a mixed Windows and Mac OS environment, this role serves as the initial point of contact for GT’s Living Foods employees seeking assistance over the phone or via email. The objective of the Help Desk team is to diagnose and resolve issues in a timely manner and assist other departments with IT-related projects.

Requirements

1-3 years of help desk experience
Experience working in a mixed Windows and Mac OS environment
Must have a valid driver's license, proof of insurance and be able to drive a motor vehicle.
Customer service oriented, ability to maintain composure
Effective communication; ability to convey technical information to various audiences
Attention to detail; demonstrate passion for accuracy in both minor and significant workstreams
Tech savvy with working knowledge of office automation products and remote control
Good understanding of computer systems, mobile devices and other tech products
Problem solving; ability to diagnose and resolve basic technical issues
Prioritization; ability to manage individual workload within a ticketing system

Nice To Haves

Bachelor’s Degree in Computer Science or related field
Bilingual; speak, read & write Spanish fluently

Responsibilities

Performs onsite and remote troubleshooting through diagnostic techniques and offers advice to resolve basic technical issues.
Determines the best solution based on the issue and details provided by customers.
Walks customers through the problem-solving process.
Directs unresolved issues to the next level of support personnel.
Provides accurate information on IT products or services.
Records events, problems, and their resolutions in the ticketing system.
Follows up and updates customer status and information.
Convey any feedback or suggestions from customers to the appropriate internal team.
Maintains and tracks physical inventory.
Identifies and suggests possible improvements to procedures.