Job Location : Los Angeles,CA, USA
Support Technician Job ID: 24-05679 Job Title: Support Technician
Location: Los Angeles, CA 90038
Duration: 2 months
Contract Type: W2 only
Pay Rate: $20.69/Hour
Duties:
* The role requires a high level of customer service orientation skills. The role holder must be able to pay attention to detail and have a proactive approach to issues and opportunities, along with a sense of urgency, and the ability to respond quickly to customer needs, with speed and accuracy.
* Provide Tech support by diagnosing and solving hardware or software faults and troubleshooting basic technology issues
* Talking clients through a series of actions, either face-to-face or over the telephone, to help resolve issues or configure systems
* Installing and configuring computer hardware and software
* Maintaining and updating support information and actions in the Tech Ticketing system, including procedural documentation and relevant reports
* Following standard procedures and written instructions to repair a fault or set up computer systems
* Supporting the roll-out of new applications, tools and services
* Setting up new users' accounts and profiles and dealing with password issues
* Responding within agreed time limits to incidents and service requests
* Working continuously on a task until completion (or escalating to another group where appropriate
* Prioritizing and managing many open cases at one time
* Establishing a good working relationship with customers and colleagues within Tech
* Representing Tech with professionalism and demonstrating Tech values at all times
Required Skills:
* Minimum 2 years of Tech and Deskside Support experience.
Additional skills:
* Comfortable working with both PC and Mac platforms across a variety of operating systems (including MacOS and Windows 10)
* Previous experience of supporting Apple hardware and software (MacBook, iPad, iPhone, Keynote, Mac OS, iOS)
* Previously worked as part of a team, collaborating effectively with colleagues and team members across IT
* Experience of delivering services to and interacting with VIPs and Executives.
* Must be available within working hours 9am-6PM to offer deskside support to various West Coast locations, including and not limited to Santa Monica, Beverly Hills, and Hollywood
* Ability to manage multiple client priorities, coordinate activities and manage expectations
* Excellent time management skills
* Technical knowledge of ITSM tools (e.g. ticketing systems, reporting & survey management).
* Excellent Zoom and Remote support experience
* Confident in A/V equipment
* Flexibility in offering Executive home support and traveling to various office locations to provide in person support.
* Flexibility in working between a 7am-7pm rotation shift. Primary working hours are 9am-6pm but need to be flexible to support business needs.
* Excellent Interpersonal and communication skills, both written and verbal.
* Demonstrable ability to establish positive working relationships with internal clients as well as peers in IT
* Ability to work effectively across all levels of the organization and handle each request with discretion, tact, diplomacy and patience
* Strong analytical / technical problem solving and troubleshooting skills across the wide range of technology
* Expert knowledge of Microsoft Office Suite of products
* Strong PC/Laptop hardware troubleshooting and deployment skills
* Strong Apple/MacBook hardware troubleshooting and deployment skills
* Strong software application installation/troubleshooting skills
* Familiarity with installing and supporting various third-party software
* Understanding of basic networking and network troubleshooting
* Working knowledge of ServiceNow
* Strong Android/iOS mobility support
Education:
* Associate degree at a minimum. A+ Certification can be accepted in lieu of degree.
* Must have 2+ years of Tech Support experience.
* Job details
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