IT Helpdesk Support Technician

Copan Diagnostics, Inc.•Murrieta, CA

3d•$28 - $30•Onsite

About The Position

The IT Helpdesk Support Technician will provide support and guidance to users experiencing technical issues relating to phone and computer hardware, software, and peripherals.

Requirements

Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Strong analytical and problem-solving skills.
Proficient with Microsoft Office Suite or related software.
Ability to explain technical problems to non-technical employees.
Two years of experience or Associate's degree required.
Thorough understanding of technology commonly used by clients and employees.
Experience with ticketing systems to manage and track support requests efficiently.
Familiarity with Mobile Device Management (MDM) platforms for device monitoring, enrollment, and policy enforcement.

Nice To Haves

Bachelor’s degree in Computer Science, Business Administration, or a related field preferred.
Knowledge of or exposure to ISO 27001 information security standards; experience in document coordination, records management, or compliance support is a plus.

Responsibilities

Provides technical support and guidance to resolve users' computer hardware and software problems, communicating with users via phone, chat, email, and/or a support ticketing system.
Applies knowledge of computer software and hardware to assist users in resolving problems.
Installs or assists with the installation and setup of new hardware, software, and peripheral equipment.
Coordinates service or replacement of defective products from vendors and manufacturers.
Collaborates with the network administrator to review and analyze hardware and software needs.
Conducts periodic diagnostics and testing to ensure optimal network function and minimal downtime.
Maintains knowledge of technical innovations, trends, and best practices; makes recommendations for new software and hardware.
Drafts or revises user training manuals and procedures; develops training materials and/or provides onsite training as requested.
Manages and maintains the ticketing system and MDM systems to ensure support requests are addressed in a timely and efficient manner, tracking resolution progress, managing end-user devices, and escalating issues as needed.
Serves as Document Coordinator in support of ISO 27001 certification, maintaining and organizing information security documentation, policies, and records in accordance with audit and compliance requirements.
Performs other related duties as assigned.