Service Desk Technician

Description

Are you a Service Desk Technician who is looking to join one of the top companies within the Aerospace and Defense industry?

Are you looking to further your career and grow?

Do you have experience with Windows Win10 operating systems and Microsoft Office?

If you answered yes to those three questions, then apply today!

Acara Solutions seeks highly qualified candidates to work Onsite with our client in Irvine, CA. Interested?

Here's what you'd do :

• The Service Desk Technician role monitors their ticket queue and any new tickets coming in from users to the general ticket queue.
• The technician will also take incoming calls made to the Call Centre.
• The technician is also responsible for maintaining the Client end-user working environments, including all devices on this side of the wall or internal to the corporate firewall.
• These include workstations (desktops and laptops), printers and other peripherals, Video conference equipment, cell phones, and VOIP desk phones.
• The focus is on making sure the company's desktop computing environment is stable, secure, and performing optimally.
• The service desk technician is responsible for the operational efficiency of these systems.
• The Service Desk Technician is expected to provide high customer service.
• This technician will be expected to prepare, maintain, and uphold logging and reporting procedures and monitor desktop operations via the ticketing system.
• This role is expected to proactively manage the customer computing experience.
• Be logged into the Call Center and ready to take incoming calls during standard business hours.
• Be in the on-call rotation for after-hour support.
• Perform hands and eyes work onsite in case of a significant incident, outage, or roll-out during and after hours.
• Closely monitor the ticket queue for incoming tickets and route them to proper teams if unresolved.
• Document all end-user requests and interactions in the ticketing system, completing all steps as defined.
• Maintain all SLAs for both users and VIPs.
• Provide customer technical account management, resolving issues and escalating when appropriate.
• Provide fast response and always maintain a high level of professionalism.
• Diagnose, troubleshoot, and resolve requests utilizing RDP, BigFix Remote Control, and VPN Software.
• Troubleshoot all inquiries regarding systems, hardware, software, and operator problems.
• Route or escalate requests to appropriate functional teams beyond the Service Desk Team.
• Instruct users as well as troubleshoot basic and advanced software / hardware issues with internal and external customers via phone, email, chat, and remote control / assist software
• Provide fast response and always maintain a high level of professionalism.
• Provides reports to management
• Document and manage Product Development issues to resolution
• Lead / assist with training and quality improvement programs
• This person will be expected to give first and second-level support to end-users running workstations and laptops and extend / simplify remote support for global users.

Here's what you'll get :

• Pay $55.00 / Hr.
• Hours : 8 / 40 HRs / Wk.
• Length : Temp to Direct.

Sound like a good fit?

APPLY TODAY

About Acara Solutions

Acara is a premier recruiting and workforce solutions provider we help companies compete for talent. With a legacy of experience in various industries worldwide, we partner with clients, listen to their needs, and customize visionary talent solutions that drive desired business outcomes.

We leverage decades of experience to deliver contingent staffing, direct placement, executive search, and workforce services worldwide.

Job Requirements Required Skills / Qualifications :

• Associate Degree in Information Technology
• Minimum of 3 years experience with Windows Win10 operating systems and Microsoft Office
• Minimum of 3 years experience in PC hardware troubleshooting and repairing.
• Minimum of 3 years experience with Macintosh support (10% to 15% of the job).

Preferred Skills / Qualifications :

• Experience with Service Now
• Experience working in an agile operations model.
• Experience working in a Microsoft 365 work environment (MS Teams, SharePoint, Exchange Online)
• One Microsoft desktop certification such as MCSE, MCSA, or MTA.
• ITIL certification
• Certifications in Windows system management
• Mac certification
• Basic understanding of IT enterprise infrastructure such as networks, systems, telephony, and storage and the interrelationships between the components
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
• Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Formal Windows classroom training and certifications from Microsoft technologies.
• The ability to perform Windows network administration tasks and a broad knowledge and understanding of the Windows work environment are critical to the position.
• A basic understanding of IT enterprise infrastructure, such as networks, systems, telephony, and storage, and the interrelationships between the components.
• Ability to set up, support, and troubleshoot VTC (Video Teleconference) and VOL (Video Online)
• Must be able to analyze, diagnose, and resolve complex end-user problems and suggest scalable corrective solutions.
• Must be able to execute plans and implement streamlined / automated technical infrastructure projects to refresh supported systems.
• Regarding complex operational issues, we must be able to analyze root-cause problems, execute corrective action to ensure consistently reliable computing experiences for our users and coordinate with computer specialists to resolve technical issues.
• Must be able to document, execute, and maintain desktop security standards as per IT security policies and handle system administration of enterprise desktop asset management software tools.
• Has a strong to learn.
• Build and maintain a knowledge base and document procedures.
• Ability to react to high-priority requirements with little or no notice, providing clear documentation and follow-through
• Ability to balance priorities and work alone or in a team equally well
• Ability to work under minimal supervision
• Good organization and project management skills with attention to details
• Ability to document solutions and train other staff
• Good verbal and written communication skills
• Excellent priority management skills
• High level of integrity with a strong work ethic
30+ days ago