IT Help Desk Tier 1

Role: IT Help Desk - Tier 1
Reports To:  IT Help Desk Manager
Department: Information Technology
Location: 2116 Arlington Ave. Ste. 100, Los Angeles, CA 90018, 100% Onsite
Schedule: Monday to Friday 8:30 am to 5 pm
Status: Full-Time, Non-Exempt (hourly), Non-Management
Benefits: Medical, Dental, Vision, Retirement Planning (403b), Employee Assistant Program (EAP), etc.

SUMMARY

The Help Desk Tier 1 is responsible for responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions. The IT Technician is also responsible for providing technical assistance and support related to company-supported telephones, copiers, printers, computer systems, hardware, and software and other miscellaneous equipment

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Diagnose and resolve technical hardware and software issues (network, printer, cameras, telephones, and/or server support) - ask questions to determine the nature of the problem.

2. Responsible for setting up workstations with computers and necessary peripheral devices

3. Responsible for installing and configuring appropriate software and functions according to specifications

4. Offer daily operations and systems support to employees in person, via phone or email

5. Troubleshoot hardware and software issues in person, remotely, and via phone.

6. Verify the functionality of hardware and software components.

7. Follow up with users to ensure resolution of issues

8. Identify and escalate situations requiring urgent attention

9. Inform management of recurring problems

10. Log all help desk interactions; Track and route problems and requests and document resolutions

11. Redirect problems to correct resource

12. Research questions using available information resources

13. Stay current with system information, changes, and updates

14. This position will drive to our various locations to serve and assist

QUALIFICATIONS

1. Associate Degree in Computer Science or related field preferred

2. Minimum two (2) years of experience in troubleshooting and providing help desk support

3. Minimum two (2) years of experience in computer networks and systems maintenance

4. Minimum two (2) years customer service background

5. Requires a valid and clean driver's license, auto insurance, and reliable transportation

6. Ability to meet deadlines and manage stress effectively in high-pressure situations

7. Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience

8. A strong sense of discretion and confidentiality is required

9. Strong experience in Microsoft Suite

10. Working knowledge of fundamental operations of relevant software, hardware, and other equipment

PREFERRED QUALIFICATIONS

1. CompTIA A+ Certification

WORK ENVIRONMENT

1. Combination of field and office environment

2. Regularly required to sit, stand, bend; occasionally lift or carry up to 35 lbs.

3. On occasion, walk or drive to different local sites.

4. Will necessitate working in busy and loud environments

5. Will be exposed to elements like cold, heat, dust, noise, and odor.

6. May need to bend, stoop, twist, and sit throughout the day