Support Technician
: Job Details :

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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