Job Description

The IT Service Technician plays an important role in the organization by performing a number of tasks related to the company's Information Technology functions. The role is responsible, under general direction, for acting as the central point of contact from which users throughout the organization may request technical assistance with hardware or software. The role will assist staff with the set-up and technical support of desktop computers, applications and related technology. Support may include, but is not limited to, specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.

Essential Functions
* Answer incoming queue calls and voicemail messages, using department procedures, as requested or scheduled.
* Utilize the IT Service Desk electronic ticketing system Samanage, according to department procedures for the opening, closing, resolution, escalation, and tracking all user requests.
* Follow established escalation procedures for situations which require an IT Service Desk Manager and IT Service Desk Supervisor assistance and oversight.
* Configure, image, and troubleshoot Windows 10, Windows 11 in a Microsoft network environment on both desktop and laptop computers.
* Manage laptop inventory by following procedures and processes.
* Provide first-line support and resolution of all data/voice system problems and requests.
* Resolve at least 70% - 80% of all calls received, coordinate escalation procedures to the appropriate Information Technology staff and/or vendor(s) for those requests that cannot be resolved over the phone.
* Interact and collaborate with regional and IT Service Desk staff regarding requests, problems, updates, and resolutions.
* Manage scheduling, dispatching of regional staff and vendors where onsite support, as needed.
* Assist staff with the set-up, installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
* Work with vendor support contacts to resolve technical problems with desktop computing equipment and software.
* Work with IT Service Desk and Network Operations staff as appropriate to determine and resolve problems received from clients.
* Interact with numerous computer platforms in a multiple-layered client server environment.
* Train and orient staff on the use of hardware, software and changes to procedures.
* Recommend and/or performs upgrades on systems to ensure longevity.
* Install and configure copiers, printers, and other peripheral devices.
* Complete new hire requests for PC hardware by imaging, processing inventory, packaging, and shipping items.
* Perform other duties as assigned.

Qualifications
* High school diploma or equivalent required, Associate's degree from a technical school, or similar technical training, along with a minimum of two years total experience in helpdesk related role(s) required.
* Passionate about delivering excellence customer service within a team environment.
* Advanced user-level hardware and software skills in a Microsoft environment. Windows 7,10 and Microsoft Office Suite.
* Strong working knowledge of networking printers, copiers, scanners, iPads, iPhones, Andriod phones, etc.
* Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.
* Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment.
* History of working with help desk ticketing systems, issue tracking, assignment and finding resolution in a timely manner.
* Ability to write and maintain knowledgebase articles, notes and best practices.
* Strong problem solving skills.
* IBM Big Fix, PC imaging, Sonicwall firewall, VOIP and CISCO switching experience a plus.
* Excellent verbal and communication skills required.
* Ethical, with a commitment to company values.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

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