Service Desk Technician - Insight Global : Job Details

Title: L3 Service Desk Technician - Research for Unsolved Incidents

Company: Viking Cruises

Duration: long term, 3+ years with 12 month contract renewals

Location: FULLY ONSITE in Woodland Hills

Schedule: 9am-6PM Monday-Friday

Pay: $32-$41, range depends on experience

Interview: 2 rounds both virtual

Job Description

A travel client based in Woodland hills is looking for a Level 3 Service Desk Technician. This technician is responsible for providing advanced technical support and troubleshooting for complex IT issues and escalations from L2 support. This role involves working closely with high level executives and will provide support nationwide for internal employees, though most sit in the office in Woodland Hills. This candidate will be working in an Azure cloud environment (and on premise), Microsoft O365 environment with Dell laptops. ServiceNow is their ticketing system and the team of five handles 80-100 tickets per week. In terms of time breakdown, 30% of this role will be focused on incident management, 40% of the role will be focused on research and digging in on ongoing unsolved incidents, while the final 20% will be project management. The Level 3 Service Technician will be helping to deploy and test new hardware and software. This person will be expected to have audio-visual experience, as well showcased previous application support. The Level 3 Service Technician will be expected to be onsite in Woodland Hills five days a week from 9 am until 6 pm.

Required Skills & Experience

-5-8 years of experience as a service desk technician, proven experience in a L3 support role

-ServiceNow experience

-Audio-visual troubleshooting experience

-Experience troubleshooting applications

-Excellent communication & soft skills

Nice to Have Skills & Experience

MCSC certification or an A+ certification

Associates/Bachelor degree

Compensation:

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.