IT Support Specialist – Field

Provide level 2 technical support for critical business systems to our associates in the retail locations in and around the greater Los Angeles area. Travel to retail locations to provide support there is required. Troubleshoot, install or resolve software issues using departmental procedures and standards. Configure and deploy new systems. Understand networks and troubleshoot issues. Ability to assist with technical support troubleshooting and resolution of Windows and desktop support applications either over the phone or onsite. Uses remote control tools to help troubleshoot and resolve issues for remote locations. Ability to communicate and explain issues and resolutions with technical and non-technical resources. Analyze current equipment and give recommendations on replacing hardware as necessary. Develop strong partnerships with internal associates. Deliver flawless support and customer service. Ability to define and document level 1 processes for troubleshooting and resolution of routine fixes and training. Constantly monitor individual queue and prioritize accordingly to meet SLA. Work with vendors to resolve issues in a timely manner. Provide on-call weekend support. Ability to travel from site to site on short notice as necessary.

Qualifications:
Required Skills:
5+ years of Information Technology experience

Advanced knowledge of Microsoft Windows 7, 8.1 and 10

Knowledge of upgrading PC Hardware, including memory modules, hard discs, etc.

Strong communication and technical documentation skills

Experience operating in a regulated environment; financial services experience preferred

Ability to effectively manage time between projects and daily operational tasks

Bi-lingual in English and Spanish a big plus

BS in Computer Science or equivalent

Preferred Skills:
Knowledge of Mac operating system and hardware

Experience with Microsoft Office 365

#DI