Posting Job Title:Tech, Information Technology Requisition #: 175899BR Posting Location: Garden Grove, CA, US Area of Interest:Information Technology Services Position Type: Full Time Posting Job Description This position is to provide tier II end user support on a variety of issues through identification, research, and resolution of technical problems, as well as installation of desktop hardware and software. This is accomplished via managing assigned helpdesk tickets and phone calls using best practices, excellent communication skills and IT department procedures for technical support. The scope of support includes review and completion of assigned tickets within SLAs. This position will also perform as a project team member and/or project lead for any projects. Independently, this position is responsible to proactively complete assigned tasks of medium to high complexity resulting in successful, on time, high quality deliverables. This position is required to promote excellent customer relations in every customer transaction, contact and communication. Essential Job Functions: Perform general technical support and troubleshooting of desktop systems hardware and software, local telephony, truck systems, printers, multi-function printers, scanners, video conferencing systems, mobile devices and other technologies as defined and required. Investigate system issues and provide solutions using specific product knowledge, system tools and established methods and procedures. Document solutions and maintain helpdesk ticket information and transactions as required and within established SLAs. Work with desktop engineering and other IT groups to design, refine desktop configurations, plan, test, and implement new or revised desktop solutions. Work with the team to resolve high level hardware and software issues. Perform helpdesk duties as required. Duties include, answering calls, tier II problem resolution, remote assistance, documentation, and managing tickets as call load dictates and within defined SLAs. Lead and participate in desktop, peripheral, building moves, additions, support and other projects as defined and required and possess the ability to adapt quickly as variables change in an enterprise level setting. Work with desktop engineering to maintain accurate hardware and software inventories Provide process, procedure and technical training to Desktop Support Analyst I and helpdesk as required. Education/Experience/Skills Required: This is a second tier position and typically requires a Bachelor ' s degree and/or a minimum of 5 years of related experience in the IT field with industry recognized certifications. Must possess professional expertise and the ability to apply company policies and procedures to resolve a variety of issues. Demonstrate ability to work on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Must exercise judgment within defined procedures and practices to determine appropriate action. Able to build productive internal/external working relationships. Receive general instructions on routine work, detailed instructions on new projects or assignments. This is an enterprise level IT position, and the ability to work in a professional environment and in a professional manner and dress at all times is a must. Specialized skills: Windows 7/8/10/Mac and IOS operating systems Active Directory OU Experience PC hardware & Network connectivity Basic Telecommunications Experience (Move/Add/Change) Avaya knowledge is a plus Experience with Altiris CMS, Help Desk, and Imaging Suite or similar environments Experience with MDM Environments Competent with McAfee Enterprise AV, Office Suite (Project/Visio/Lync), and Casper Suite Experience with full PGP Encryption (or similar software) implementations Preferred Qualifications: All current industry standard recognized certifications are a plus and will be taken into consideration. Past experience in an enterprise ()
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