15,181 Help Desk Agent jobs in the United States
Mid-Level Help Desk Agent
22303 Alexandria, Virginia
ASM Research, An Accenture Federal Services Company
Posted 4 days ago
Job Viewed
Job Description
Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to customer problems, issues, requests. As the entry point for customer, documents, notifies proper department/desk, escalates as necessary, and tracks and follows up on all incidents. Combines acquired and demonstrated technical qualities with exceptional customer service in daily responsibilities.
**Responsibilities**
+ Update Help Desk Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); and user Frequently Asked Questions (FAQs)
+ Provide customer onboarding and offboarding.
+ Provide account management support.
+ Process all IT SM tickets to completion.
+ Provide 24/7 Tier 1 support for all environments and networks supporting end users.
+ Route tickets to the appropriate sustainment teams for Tier 2 / 3 support
+ Perform data-driven analysis of IT SM tickets (e.g. mean time to resolution)
+ Assist Cyber Operations with continuous monitoring activities.
+ Participate in training, testing, and exercises related to incident response and contingency planning.
**Required Qualifications**
+ Active TS security clearance and eligible for SCI and NATO read-on prior to starting work.
+ Meet the DoD requirements for a privileged user on a TS/SCI information system prior to starting work - DoD 8140 / 8570.01-m requirements.
+ Bachelor's degree in an area related to the labor category with at least 5 years' experience providing Tier 1 support for a TS/SCI system. Experience may be substituted for a degree upon approval.
**Other Job Specific Skills**
+ Excellent customer service skills
+ Excellent communication and interpersonal skills
+ Using a knowledge document, works independently with general supervision and maintains a high-degree of professional conduct at all times
+ Strong problem solving and analytical skills
+ Technical expertise in:
+ - Microsoft Windows Operating Systems
+ - Microsoft Office
+ - Network Connectivity
+ - Print Services
+ - E-Mail and Internet mail
+ Strong understanding of how PC work and related troubleshooting
+ Ability and desire to build additional technical skills
+ Ability to interact effectively with others
+ Ability to follow instructions to produce desired results
+ Aptitude to multi-task workloads
+ Ability to remain calm and courteous in periods of stress
+ Ability to work with broad range of experience levels
+ Strong administrative and organizational skills
+ Willingness to work overtime and varying hours as required
+ The program has a requirement to provide 24/7 coverage during inclement weather/snow events. The program offers per diem and comped nearby hotel stay to ensure coverage
+ Some weekend shift work will be required
**Compensation Ranges**
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
**EEO Requirements**
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
**Disclaimer**
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
$23.89 - $56.00/hr
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.
**Responsibilities**
+ Update Help Desk Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); and user Frequently Asked Questions (FAQs)
+ Provide customer onboarding and offboarding.
+ Provide account management support.
+ Process all IT SM tickets to completion.
+ Provide 24/7 Tier 1 support for all environments and networks supporting end users.
+ Route tickets to the appropriate sustainment teams for Tier 2 / 3 support
+ Perform data-driven analysis of IT SM tickets (e.g. mean time to resolution)
+ Assist Cyber Operations with continuous monitoring activities.
+ Participate in training, testing, and exercises related to incident response and contingency planning.
**Required Qualifications**
+ Active TS security clearance and eligible for SCI and NATO read-on prior to starting work.
+ Meet the DoD requirements for a privileged user on a TS/SCI information system prior to starting work - DoD 8140 / 8570.01-m requirements.
+ Bachelor's degree in an area related to the labor category with at least 5 years' experience providing Tier 1 support for a TS/SCI system. Experience may be substituted for a degree upon approval.
**Other Job Specific Skills**
+ Excellent customer service skills
+ Excellent communication and interpersonal skills
+ Using a knowledge document, works independently with general supervision and maintains a high-degree of professional conduct at all times
+ Strong problem solving and analytical skills
+ Technical expertise in:
+ - Microsoft Windows Operating Systems
+ - Microsoft Office
+ - Network Connectivity
+ - Print Services
+ - E-Mail and Internet mail
+ Strong understanding of how PC work and related troubleshooting
+ Ability and desire to build additional technical skills
+ Ability to interact effectively with others
+ Ability to follow instructions to produce desired results
+ Aptitude to multi-task workloads
+ Ability to remain calm and courteous in periods of stress
+ Ability to work with broad range of experience levels
+ Strong administrative and organizational skills
+ Willingness to work overtime and varying hours as required
+ The program has a requirement to provide 24/7 coverage during inclement weather/snow events. The program offers per diem and comped nearby hotel stay to ensure coverage
+ Some weekend shift work will be required
**Compensation Ranges**
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
**EEO Requirements**
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
**Disclaimer**
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
$23.89 - $56.00/hr
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.
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0
Service Desk
Timonium, Maryland
Brick Bodies
Posted 13 days ago
Job Viewed
Job Description
The Service Desk (SD) Team Members goal is to provide world class customer service to both members and guests, presenting a positive first impression of the club. The SD Team Member is the vital connection to our members and plays an important role in the companys brand promise of Making People Feel Comfortable and our core purpose of Changing Peoples Lives. The SD Team Member is the smile and face that greets our members and guests, makes them feel special and helps to make their day. The SDs natural friendliness and warmth can be felt over the phone, making members feel confident that Brick Bodies is the right place for them. The SD understands the importance of anticipating members needs and exceeding their expectations to help create raving fans. The SD is part of a team of many other departments and is under the supervision of the Service Desk Team Leader and Operations Manager.
Duties and accountabilities include but are not limited to:
* Greeting members with a warm smile and by name
* Greeting all guests with a warm smile and following the guest policy
* Keeps informed of all policies, procedures and programs
* Answering phones with proper greeting and taking appropriate messages.
* Following companys Telephone Inquiry procedure
* Washing and handing out towels.
* Collecting balances on past due accounts.
* Maintaining a tidy service desk area.
* Operating Point of Sale system.
* Assisting with club housekeeping, restocking locker room products.
* Opening and closing the club as needed.
* Operating our class/appointment schedule system.
* Greeting and saying good-bye to members and guests.
* Cleaning duties as assigned by the leadership team, including but not limited to, cleaning, sanitizing and disinfecting workout equipment, group fitness studios, work stations, locker rooms and restrooms.
* Because of the fluctuating demands of our Clubs operations, it may be necessary that each associate performs a multitude of different functions. Therefore, as an essential part of your job, you will be expected to help others when the occasion arises, just as other associates are expected to help you. Accordingly, you may be expected to perform other tasks as needed that are not included in the above accountability list.
Qualifications
Previous service-oriented experience is helpful. Current CPR/AED certification.
Skills Required:
* Strong customer service and interpersonal skills.
* Excellent phone skills.
* Effective multi-tasking skills.
* Effective written and verbal communication skills.
* Ability to follow directions well.
* Ability to work well unsupervised.
Special Characteristics:
* Positive attitude with the commitment to excellence
* Ability to work well with people
* Punctuality
* Dependability
* Resourceful, creative, decisive
Core Values:
Role model the Brick Bodies Core Values
* Live the Brand
* Be Tenacious
* Be a Team Player
Duties and accountabilities include but are not limited to:
* Greeting members with a warm smile and by name
* Greeting all guests with a warm smile and following the guest policy
* Keeps informed of all policies, procedures and programs
* Answering phones with proper greeting and taking appropriate messages.
* Following companys Telephone Inquiry procedure
* Washing and handing out towels.
* Collecting balances on past due accounts.
* Maintaining a tidy service desk area.
* Operating Point of Sale system.
* Assisting with club housekeeping, restocking locker room products.
* Opening and closing the club as needed.
* Operating our class/appointment schedule system.
* Greeting and saying good-bye to members and guests.
* Cleaning duties as assigned by the leadership team, including but not limited to, cleaning, sanitizing and disinfecting workout equipment, group fitness studios, work stations, locker rooms and restrooms.
* Because of the fluctuating demands of our Clubs operations, it may be necessary that each associate performs a multitude of different functions. Therefore, as an essential part of your job, you will be expected to help others when the occasion arises, just as other associates are expected to help you. Accordingly, you may be expected to perform other tasks as needed that are not included in the above accountability list.
Qualifications
Previous service-oriented experience is helpful. Current CPR/AED certification.
Skills Required:
* Strong customer service and interpersonal skills.
* Excellent phone skills.
* Effective multi-tasking skills.
* Effective written and verbal communication skills.
* Ability to follow directions well.
* Ability to work well unsupervised.
Special Characteristics:
* Positive attitude with the commitment to excellence
* Ability to work well with people
* Punctuality
* Dependability
* Resourceful, creative, decisive
Core Values:
Role model the Brick Bodies Core Values
* Live the Brand
* Be Tenacious
* Be a Team Player
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1
Service Desk
28230 Charlotte, North Carolina
TEKsystems
Posted 4 days ago
Job Viewed
Job Description
TEKsystems is looking for a Service Desk that will be 100% onsite for one of our great clients here in the Charlotte, NC area. They offer great training, stability, growth and more. See the top skills below.
+ 2-3 years of Service Desk Support
+ Experience with ServiceNow
+ 2-3 years Active Directory, Office 365 and Windows 10 & Lexmark printer experience
Description:
Our client is looking for a Service Desk that will provide primarily phone support. This includes but is not limited to handling fixes over the phone, remote into machines, etc. Anything that cannot be fixed over the phone will then escalate to the Tier 2 support where they go out and handle the issues with end users face-to-face. After getting comfortable in this role they will want to cross train this Service Desk to alternate roles to provide Tier 1 and 2 support (in about 6 months) to do service call work.
This role will start out as 100% phone support but then as they get comfortable and prove themselves they will alternate roles to provide Tier 1 and 2 support so it could vary. For example, 60% phone and 40% service calls (hands on support). Once everyone is trained and feels good they will have a rotation so people aren't stuck on the phones 24-7. Even in the Tier 1 role there will be some imaging and Windows 10 deployments they will get exposure to, he doesn't expect them to come in knowing how but that will be taught
If you are interested in this role please apply!
Pay and Benefits
The pay range for this position is $18.00 - $21.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Charlotte,NC.
Application Deadline
This position is anticipated to close on Sep 3, 2025.
h4>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
+ 2-3 years of Service Desk Support
+ Experience with ServiceNow
+ 2-3 years Active Directory, Office 365 and Windows 10 & Lexmark printer experience
Description:
Our client is looking for a Service Desk that will provide primarily phone support. This includes but is not limited to handling fixes over the phone, remote into machines, etc. Anything that cannot be fixed over the phone will then escalate to the Tier 2 support where they go out and handle the issues with end users face-to-face. After getting comfortable in this role they will want to cross train this Service Desk to alternate roles to provide Tier 1 and 2 support (in about 6 months) to do service call work.
This role will start out as 100% phone support but then as they get comfortable and prove themselves they will alternate roles to provide Tier 1 and 2 support so it could vary. For example, 60% phone and 40% service calls (hands on support). Once everyone is trained and feels good they will have a rotation so people aren't stuck on the phones 24-7. Even in the Tier 1 role there will be some imaging and Windows 10 deployments they will get exposure to, he doesn't expect them to come in knowing how but that will be taught
If you are interested in this role please apply!
Pay and Benefits
The pay range for this position is $18.00 - $21.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Charlotte,NC.
Application Deadline
This position is anticipated to close on Sep 3, 2025.
h4>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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2
Service Desk
22102 McLean, Virginia
Insight Global
Posted 5 days ago
Job Viewed
Job Description
Job Description
Job Description
We are looking for a skilled and enthusiastic IT professional to deliver high-quality customer service that enhances the productivity of our colleagues on projects and in offices nationwide.
Essential Duties and Responsibilities:
Provides an example to the team of handling things in the best way, demonstrating professionalism and pride in a fast-paced challenge-rich working environment.
Provide support to employees of all companies and partners with technology issues both remotely and in-person. This includes email, smartphones and iPads, Windows and Apple laptops and desktops, various cloud and local applications, printers, conferencing equipment, and understanding and adhering to IT policies and best practices.
Triage, diagnose and provide timely resolutions to technical and nontechnical problems documenting their work using ServiceNow to throughout.
Remain online and responsive to walk ups, telephone calls, chats and emails from employees throughout working hours, sometimes before or after hours as needed.
Identify high urgency issues, and when those arise, alert the larger team and work with senior IT colleagues to expedite their resolution.
Simulate/reproduce problems independently to resolve issues with minimal impact on end-users productivity.
Adhere to corporate computing/technology operating procedures and standards.
Participate in bi-monthly weekend maintenance window testing as required.
Maintain schedules for recurring administrative maintenance and assist users in planning scheduled and unscheduled testing.
Troubleshoot, repair, maintain, install, and test various computer equipment, peripherals, data communication, audio visual, and computer network systems.
Consult with and assist manufacturers representatives installing new computer equipment and tracking assets; exercise total responsibility for routine installation and modification projects; assist other technicians and IT colleagues repairing, installing, and testing complex pieces of equipment; submit equipment repair warranty claims.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form ( . The EEOC "Know Your Rights" Poster is available here ( .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: .
Skills and Requirements
Qualifications
· Bachelors degree; in computer science, engineering, or related field preferred.
· Proficient and expert in computer hardware, software and networking.
· Committed to accuracy and timeliness, demonstrates and communicates appropriate urgency.
· Provides outstanding, above-and-beyond customer service.
· Organized and able to plan and manage a project from start to finish.
· Detailed, conscientious, and committed.
· Documents work thoroughly and makes user guides for IT and non-IT audiences.
· Solid communicator with strong interpersonal skills.
· A team leader and team-builder
· Has a passion for technology and building their career in IT.
· Eager to be trained on company systems and best practices.
Exact compensation may vary based on several factors, including skills, experience, and education.
Employees in this role will enjoy a comprehensive benefits package starting on day one of
employment, including options for medical, dental, and vision insurance. Eligibility to enroll in
the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this
role will have access to paid sick leave and other paid time off benefits as required under the
applicable law of the worksite location.
Pay 17-22h null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to
Job Description
We are looking for a skilled and enthusiastic IT professional to deliver high-quality customer service that enhances the productivity of our colleagues on projects and in offices nationwide.
Essential Duties and Responsibilities:
Provides an example to the team of handling things in the best way, demonstrating professionalism and pride in a fast-paced challenge-rich working environment.
Provide support to employees of all companies and partners with technology issues both remotely and in-person. This includes email, smartphones and iPads, Windows and Apple laptops and desktops, various cloud and local applications, printers, conferencing equipment, and understanding and adhering to IT policies and best practices.
Triage, diagnose and provide timely resolutions to technical and nontechnical problems documenting their work using ServiceNow to throughout.
Remain online and responsive to walk ups, telephone calls, chats and emails from employees throughout working hours, sometimes before or after hours as needed.
Identify high urgency issues, and when those arise, alert the larger team and work with senior IT colleagues to expedite their resolution.
Simulate/reproduce problems independently to resolve issues with minimal impact on end-users productivity.
Adhere to corporate computing/technology operating procedures and standards.
Participate in bi-monthly weekend maintenance window testing as required.
Maintain schedules for recurring administrative maintenance and assist users in planning scheduled and unscheduled testing.
Troubleshoot, repair, maintain, install, and test various computer equipment, peripherals, data communication, audio visual, and computer network systems.
Consult with and assist manufacturers representatives installing new computer equipment and tracking assets; exercise total responsibility for routine installation and modification projects; assist other technicians and IT colleagues repairing, installing, and testing complex pieces of equipment; submit equipment repair warranty claims.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form ( . The EEOC "Know Your Rights" Poster is available here ( .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: .
Skills and Requirements
Qualifications
· Bachelors degree; in computer science, engineering, or related field preferred.
· Proficient and expert in computer hardware, software and networking.
· Committed to accuracy and timeliness, demonstrates and communicates appropriate urgency.
· Provides outstanding, above-and-beyond customer service.
· Organized and able to plan and manage a project from start to finish.
· Detailed, conscientious, and committed.
· Documents work thoroughly and makes user guides for IT and non-IT audiences.
· Solid communicator with strong interpersonal skills.
· A team leader and team-builder
· Has a passion for technology and building their career in IT.
· Eager to be trained on company systems and best practices.
Exact compensation may vary based on several factors, including skills, experience, and education.
Employees in this role will enjoy a comprehensive benefits package starting on day one of
employment, including options for medical, dental, and vision insurance. Eligibility to enroll in
the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this
role will have access to paid sick leave and other paid time off benefits as required under the
applicable law of the worksite location.
Pay 17-22h null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to
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3
IT Service Desk Technical Support
90703 Cerritos, California
Golden Star Technology
Posted 5 days ago
Job Viewed
Job Description
GENERAL SUMMARY:
The Service Desk Technical Support person is the initial point-of-contact for troubleshooting laptop and desktop PC hardware, desktop software, office suite, desk and cell phone, and printer problems for our internal and external customers. In addition, this role will be responsible for building, deploying and maintaining standard Windows desktop images; supporting connectivity and light networking issues, including moves/add/changes for cabling and computers.
DUTIES AND RESPONSIBILITIES:
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include ability to distinguish the nature of objects by using the eye.
WORK ENVIRONMENT:
Employees are responsible for performing their duties in an environment that is free from discrimination, intimidation, coercion or harassment, including sexual harassment. Work is performed primarily indoors in an office, laboratory, or warehouse setting; wet/humid, and dry/arid conditions. The noise level in the work environment is typically low to moderate; higher level of noise may be prevalent in laboratories or warehouse settings. While performing the duties of this position, the employee may be required to travel or work necessary overtime.
SAFETY:
Assists in the creation of a culture of safety and environmental protection by performing work safely in accordance with company and departmental safety procedures. Employee may be exposed to hazards or hazardous materials requiring use of personal protective equipment to prevent exposure. Operates equipment safely and reports any unsafe work conditions or practice to supervisor. If there is an accident or near miss, they must report it to their supervisor immediately.
MATERIALS HANDLED:
The Service Desk Technical Support person is the initial point-of-contact for troubleshooting laptop and desktop PC hardware, desktop software, office suite, desk and cell phone, and printer problems for our internal and external customers. In addition, this role will be responsible for building, deploying and maintaining standard Windows desktop images; supporting connectivity and light networking issues, including moves/add/changes for cabling and computers.
DUTIES AND RESPONSIBILITIES:
- Respond and diagnose problems through discussion with users and supervisor
- Review, test, and coordinate software updates and changes to verify correct operation and instruct users in ways to maximize the benefits of software updates and changes
- Build, deploy and maintain standard Windows desktop images and application installation packages
- Support user groups in planning for equipment locations and reallocations, which improve system productivity, and recommend reallocations to users when inefficiencies are identified
- Support users in setting up new hardware systems including workstations, printers, microcomputers, and other input or output devices
- Provide onsite assistance for migration of data and orientation to the operation of Microsoft operating systems and office suites
- Manage corporate IT infrastructure including wireless backbone, physical security, and telephony.
- Be aware of latest security threats and be able to quickly respond or recommend course of action to IT management as threats arise.
- On a scheduled rotation, provide off-hours emergency coverage for evenings, weekends and holidays.
- Follow maintenance plan as directed by IT department and record results in SharePoint portal or Kayako system
- Other duties and responsibilities as assigned by IT Services Manager
- 2+ years of Helpdesk Desktop support experience.
- Four-year degree in Computer Science or a MCSE is preferred.
- Preferred Industry Certifications - CompTIA; Microsoft, Cisco, DELL, Etc
- Strong understanding of Microsoft Windows 7/10/11, the entire Microsoft Office 2016 suite
- Functional knowledge of LAN/WAN and tiered application architecture
- General understanding of Incident Management and IT ticket systems, such as Zendesk
- Experience providing customer support for client/server application in a multi-site enterprise
- Excellent customer service skills, including verbal and written communication skills
- Excellent organizational and troubleshooting skills
- Able to handle multiple tasks in a fast-paced environment
- Ability to create and maintain positive and professional business relationships with both internal associates and external customers.
- Up to 10% travel
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include ability to distinguish the nature of objects by using the eye.
WORK ENVIRONMENT:
Employees are responsible for performing their duties in an environment that is free from discrimination, intimidation, coercion or harassment, including sexual harassment. Work is performed primarily indoors in an office, laboratory, or warehouse setting; wet/humid, and dry/arid conditions. The noise level in the work environment is typically low to moderate; higher level of noise may be prevalent in laboratories or warehouse settings. While performing the duties of this position, the employee may be required to travel or work necessary overtime.
SAFETY:
Assists in the creation of a culture of safety and environmental protection by performing work safely in accordance with company and departmental safety procedures. Employee may be exposed to hazards or hazardous materials requiring use of personal protective equipment to prevent exposure. Operates equipment safely and reports any unsafe work conditions or practice to supervisor. If there is an accident or near miss, they must report it to their supervisor immediately.
MATERIALS HANDLED:
- Chemicals: No
- Biologicals: No
- Hazardous Waste: No
- Radiation: No
- General personal protective equipment (gloves, lab coat, etc.): No
- Closed Toe Non-Cloth Shoes: No
- Safety Glasses: No
- Safety Shoes: No
- Respirator: No
- Forklift: No
- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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