Desktop Support Technician (Service Desk)
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A large aerospace and defense corporation is looking to hire a Service Desk Technician for their main location in Simi Valley, CA. This will be a 6+ Month Contract to Hire, will be be 100% on-site.
The Service Desk Technician is part of the Information Technology Service Desk Team and is the direct support for the installation, maintenance, and troubleshooting of desktop computers, laptops, printers, and network services. This is a Tier 1 / 2 position and the first point of contact for users who contact the service desk team through phone, email, and ticketing systems to ensure that users receive appropriate assistance, status updates, and resolution in a timely manner. Assists in the installation, implementation, and upgrades of internal systems and maintains a tracking system for usage evaluation.
Position Responsibilities
- Fields incoming requests and incidents to resolve technical issues through the ticketing system.
- Escalates advanced issues to appropriate team members or other teams. Notifies user of escalation through status updates
- Maintains records and inventory of computers, hard drives, monitors, RSA tokens, travel laptops, and other computer accessories
- Responsible for daily service desk activities monitoring ticketing system and providing support to remote users, VPN, Microsoft Office, Windows and Mac OS support, iPhones, desk phones, tablets, local/network printers, and any industry software
- Performs Windows & Mac imaging of computer systems, setting up new hire employees with equipment & gathering equipment from off-boarding employees
- Provides support for on-site/off-site meetings, conference rooms, and audio/video-related support
- Performs hardware support including installs, troubleshooting, basic repairs, printer maintenance, e-waste, and responsibility for the storage and inventory tracking of new and used equipment
- Learns to use professional concepts. Applies company policies and procedures to resolve the routine issue and normally receives detailed instructions on all work. Works on assignments tasked by the Service Desk Supervisor
- Works on problems of limited scope and articulates issues and need for guidance, as applicable
- Other duties as assigned
Basic Qualifications (Required Skills & Experience)
- High School Diploma or GED equivalent required
- Minimum 1 2 years of relevant experience or equivalent combination of education, training, and experience
- Has a solid understanding of the Windows Operating System and computer hardware
- Strong computer skills and proficiency in Microsoft Office
- Demonstrates strong customer service for phone and face-to-face interaction
- Effective, clear, and concise written and verbal communication skills.
- Articulates solutions in an effective and cohesive manner
Other Qualifications & Desired Competencies
- Demonstrates effective analytical, problem-solving, interpersonal, time management, organizational & interpersonal skills
- Able to excel in a fast-paced, deadline-driven environment, where small teams share a broad variety of duties
- Displays strong initiative and drive to accomplish goals and meet company objectives
- Takes ownership and responsibility for current and past work products
- Is committed to learning from mistakes and driven to improve and enhance the performance of oneself, others, and the company
- Works well with others and consistently demonstrates teamwork, and collaboration, and puts the success of the team above one's own interests. Shares ideas and knowledge with others
Physical Demands
- Ability to work in an office environment (Constant)
- Ability to safely lift up to 50 lbs. and carry/move objects of varying shapes and sizes (Occasional)
- Required to stand and sit for long periods (Frequent)
- Required to talk, hear, and use hands and fingers to operate a computer and telephone keyboard (Frequent)
