IT Help Desk Support

EMINENT, INC.•Cerritos, CA

12h•$24 - $28•Hybrid

About The Position

We are looking for a skilled and customer-focused IT Support Help Desk Technician to join our IT team. The ideal candidate will be responsible for providing comprehensive support to end-users, troubleshooting and resolving technical issues, and maintaining a high level of service excellence. If you are passionate about technology, enjoy problem-solving, and have a knack for delivering top-notch customer service, we want to hear from you.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent work experience.
2+ years of experience in an IT support or help desk role.
Proficient in diagnosing and resolving issues with operating systems (Windows, macOS), software applications, and hardware.
Familiarity with network troubleshooting and support.
Strong analytical and problem-solving skills with the ability to handle complex technical issues effectively.
Excellent verbal and written communication skills.
Ability to explain technical concepts in a clear and understandable manner.
Demonstrated experience in providing high-quality customer service with a focus on user satisfaction.
Ability to manage multiple tasks and priorities in a fast-paced environment while maintaining attention to detail.

Nice To Haves

IT certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are preferred.

Responsibilities

Provide first-level support for hardware, software, and network-related issues.
Assist end-users with troubleshooting and resolving technical problems efficiently.
Receive, log, and manage support requests using the IT service management system.
Ensure issues are tracked, prioritized, and resolved in a timely manner.
Perform routine maintenance tasks such as system updates, backups, and security patches.
Monitor system performance and address any issues proactively.
Assist with the setup, configuration, and maintenance of computers, printers, and other IT equipment.
Provide guidance and training to end-users on best practices and new technologies.
Maintain detailed records of support requests, solutions provided, and any changes made to IT systems.
Create and update knowledge base articles and user guides.
Work closely with other IT team members to resolve complex issues, implement IT solutions, and contribute to ongoing improvements in support processes.
Deliver exceptional customer service by addressing end-user concerns with empathy and professionalism.
Communicate effectively to ensure users are informed and satisfied with support provided.
Identify recurring issues and work on long-term solutions to prevent future occurrences.
Escalate more complex problems to higher-level IT staff as necessary.
Ensure that all IT support activities comply with company policies, procedures, and security standards.