- Help Desk
- Customer Service
Respond to requests for technical assistance in person, via phone, electronically
Diagnose and resolve technical hardware and software issues
Configuration of new, upgrade, maintenance and replacement of desktops/laptops and telephones including hardware and software configurations.
Follow standard help desk procedures, and help document processes and procedures when needed.
Research questions using available information resources
Advise user on appropriate action
Log all help desk interactions
Log all time tracking in an accurate and timely manner
Redirect problems to appropriate resource, including escalating situations requiring urgent attention
Track and route problems and requests and document resolutions
Part of monthly rotation for after hour support (1 week per month) - after hours support is paid separately
Prepare activity reports and is responsible for meeting individual and team goals
Stay current with system information, changes and updates
3+ years of Help Desk Support experience with proven track record
Strong Active Directory, Exchange, Windows OS, Citrix/Terminal Server, Printer and Desktop support skills
Experience administering Telcom request on Mitel phone system or other VOIP systems
Excellent Customer Service practices
Knowledge of basic network topology and deployment of computers in a WAN/LAN.
Knowledge of call tracking and IT support applications
Must be able to lift 25 lbs repeatedly.
Willing to travel to our local Southern California Resort locations.
College diploma or university degree in the field of computer science and/or business management.
MCP certification or A+ Certification a plus
Solid understanding of the organization's goals and objectives and propose projects based on those goals
Excellent written, oral and interpersonal communication skills, influencing skills.
Ability to present ideas in user-friendly language.
Quick learner and has good memory retention.
Customer Service oriented
Practical problem analysis/ problem-solving and strategic thinking skills
Ability to adapt to changing conditions
Good organization and planning skills
High attention to detail
High stress tolerance - easy-going person - diplomatic and professional with the ability to work with people at all levels of the company.
Highly self-motivated, pro-active nature and a passion for over-delivering while still meeting requirements
Ability to effectively prioritize and execute tasks in a timely manner and give departments an estimate of work prior to performing the work.
Experience working in a team-oriented, collaborative environment and able to handle constructive criticism
We are looking for a highly motivated individual to be a key member of our network and help desk support team. The position of Help Desk Support Specialist will be responsible for user support and customer service on company supported computer applications and platforms. Quality, commitment and teamwork should be priority.
The candidate should possess strong team skills, communications skills, and technical skills.
The candidate should be willing to take full "ownership" of tasks from inception to implementation.
Work with a team of 2 Help Desk Support Specialist and 1 Network Engineer and 1 Systems Engineer reporting directly to the IT Network Architect/Manager.