IT Service Desk Technician
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About The Position
The IT Service Desk Technician will be responsible for supporting the functions of McGuff company's IT Service Desk while providing excellent customer service to all service desk users. This role is crucial in ensuring that the day-to-day IT needs of the organization, employees, and company leaders are met effectively. The position is based in Santa Ana, CA, and requires a proactive approach to problem-solving and communication. As the first point of contact for IT support, the technician will provide technical assistance through various channels including voice, Teams chat, email, and a ticketing system. It is essential to maintain a log of all service calls, ensuring full documentation and tracking to analyze trends and deliver both temporary and permanent solutions efficiently. The technician will also be responsible for escalating issues to higher-tier support when necessary, ensuring that all documentation is complete and accurate. In addition to providing support, the technician will perform employee onboarding and offboarding tasks, which include device preparation, account creation, and end-user training. Collaboration with other internal and external IT teams is vital for resolving issues and enhancing McGuff's systems and applications. The technician will also assist in developing Service Desk processes and procedures to improve the overall service and support provided by the team. This position requires a strong commitment to customer service and the ability to work effectively in a team-oriented environment. The technician must be able to absorb and retain information quickly, follow procedures consistently, and maintain accurate documentation. Good organizational skills and the ability to prioritize tasks are essential for success in this role.
