IT Helpdesk Technician

The IT Support Technician position is the primary point of contact for clients requiring assistance with desktop, software and hardware related issues. Primary responsibilities are remote client support via telephone/remote control software and the helpdesk support ticket system.

Monitor help desk system for support requests, troubleshoot/diagnose, resolve to completion with proper follow up or escalate when necessary.
Address support tickets assigned based on priority/urgency in an efficient, effective and timely manner.
Provide permanent solutions to clients by effectively diagnosing issues; e.g. gathering details of the root cause to prevent recurrences, or when necessary escalate recurring issues to senior staff to work towards a permanent solution.
Properly update tickets with status, progress and detailed resolution steps and account for time allocated to each ticket
Good technical support skills to assist and troubleshoot non-technical users on a variety of operating systems, hardware, devices, software and environments.

Requirements:
At least two years of experience that is relevant and current to this job description, flexibility to work extended or off hours as required and agreed-upon. Personable, common sense, confident, a helpful professional attitude and the ability to work well with others. Great problem diagnosing and solving skills, the ability to visualize a problem or situation and think effectively to solve it. The ability to handle a constantly changing flow of work, keeping track of multiple tasks effectively, exercising patience and professionalism during stressful situations.

4 or more years experience in Desktop Support REQUIRED
Experience supporting Windows 7, 8, 10, OS X, iOS and Android.
Basic Active Directory management as it relates to user account creation and modification, security and distribution groups
Advance knowledge of computer hardware, peripherals, basic networking concepts and Microsoft Office applications.
Basic understanding of domain based networks, such as file and print shares, mail and application servers.
Basic knowledge of mobile devices and tablets
Good working understanding of Office365 and Microsoft Outlook profile configuration
Ability to prioritize and organize individual workflow – highly organized, works independently, flexible and resourceful
Must have excellent written and verbal communication skills
Ability to identify and resolve problems in a timely manner
Work well in a group problem-solving situation
Excellent phone communication skills
Available to work in our Santa Monica office generally from 7AM to 4PM or 10AM to 7PM