IT Help Desk Technician Level 2 - Los Angeles

Frontline•Los Angeles, CA

14d

About The Position

Frontline, LLC - Managed IT Services & IT Support is a top Managed IT Service Provider in Los Angeles for nearly 15 years. We provide dozens of companies help desk IT support, network administration & management, IT consulting, and cybersecurity. We are looking for an experienced IT Support Help Desk Technician - Level 2 to provide expert-level support to client end user environments. You must have at least 3 - 5 years demonstrable skills & experience as a Level 2, IT Support Technician. Los Angeles area residents only please! Responsibilities: An excellent IT Support Help Desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution all while providing prompt, efficient and professional service at all times, and maintaining the highest levels of customer satisfaction and a stellar support experience for our clients. Provide exceptional technical IT support over the phone, remotely and on site to clients. Take ownership of a call, seeing it through to closure, and escalating when necessary to next level of IT support personnel. Provide hardware and software support for end users by diagnosing, resolving, and/or escalating problems Respond to all user requests promptly and follow-up as necessary to ensure satisfactory resolution of IT support requests Manage incident lifecycle, creating, tracking, and escalation to achieve final resolution and ensure user satisfaction. Utilizing the ticketing system will document solutions and ensure proper communication of resolution to the customer. Participate in rotating on-call schedules so that clients can depend on us 24/7 to meet their business needs Ensure all call details and resolutions are entered into ticketing system according to procedure. Assist in maintaining accuracy and relevance of the technical knowledge-base Who You Are: You are resourceful and able to diagnose and resolve problems quickly. You work well independently, as well as on a team. You thrive on the pressure that comes with working in a fast paced IT environment with the capability of multi-tasking. You have the patience to communicate with a variety of interdisciplinary teams and users. You can translate tech to non-tech end users for their understanding. Takes control of a problem and owns it until it's resolved.

Requirements

Multi years proven experience as a Sr. IT Helpdesk Desk Technician, System Administrator, or similar role
Experience with Remote Monitoring and Management (RMM) tools
Good verbal and written communication skills
Readily accessible via mobile phone and email during off-hours. At times requires off-hours or weekend work.
Frequently required to sit and stand for extended periods of time and use hands to operate computer keyboard, mouse, telephone and basic office equipment.
Normal Office, light work (lift up to 50 lbs).

Responsibilities

Provide exceptional technical IT support over the phone, remotely and on site to clients.
Take ownership of a call, seeing it through to closure, and escalating when necessary to next level of IT support personnel.
Provide hardware and software support for end users by diagnosing, resolving, and/or escalating problems
Respond to all user requests promptly and follow-up as necessary to ensure satisfactory resolution of IT support requests
Manage incident lifecycle, creating, tracking, and escalation to achieve final resolution and ensure user satisfaction.
Utilizing the ticketing system will document solutions and ensure proper communication of resolution to the customer.
Participate in rotating on-call schedules so that clients can depend on us 24/7 to meet their business needs
Ensure all call details and resolutions are entered into ticketing system according to procedure.
Assist in maintaining accuracy and relevance of the technical knowledge-base