Position Description Summary
Applicants must wear a smile, pride themselves in providing great customer service, and be genuinely willing to help others. The job is in Los Angeles, at and around the LAX Airport area.
This position will follow established procedures to troubleshoot, coordinate, and resolve systems-related incidents. The position is responsible for the escalated analysis, diagnosis, and troubleshooting of events in ServiceNow and FreshWorks IT ticketing systems. Ensure reported production outages/incidents are communicated and resolved expeditiously.
Essential Job Duties
- Triage incoming customer phone calls and emails to the Help Desk
- Determine the severity, impact, and nature of incidents
- Follow established procedures to diagnose and troubleshoot system events
- Analyze, determine, and document reported production outages/incidents
- Engage and coordinate with 3rd party vendors (software updates, RMAs, etc.)
- Monitor and acknowledge system events
- Communicate, and/or Escalate to 3rd Level Support Teams, if the need exists
- Enter pertinent information and updates of reported incidents in Service Center systems
- Perform periodic ticket reviews of the Command Center ticket management, and implementation queues and take action as needed
- Administering MS Active Directory accounts according to Information Security Guidelines
- Perform hardware and software installations
- Provide on-the-job training to new department staff members
- Provide computer orientation to new staff
Hardware/Software Knowledge
Must-Have Hardware Experience
- Troubleshooting all manner of PC hardware component-related issues
- Tracing and troubleshooting common network infrastructure issues
Must-Have Experience Installing and Maintaining:
- Windows 10
- Microsoft Office 365
An ideal candidate would have the following experience to varying degrees:
- Domain Controller (DNS, DHCP)
- Active Directory Server Tools
- File/Print Server
- ServiceNow - Ticketing
- FreshWorks – Asset Management, Onboarding, Offboarding, Ticketing
Professional Experience Level/Other Qualifications
- Equivalent job experience of 5+ years
- Must be able to lift at least 40lbs
- Ability to organize short and long-term tasks and communicate the status of tasks with clients and management.
- Effective oral and written communication skills, with an ability to communicate complex issues to a non-technical audience
- Ability to work with others
- Ability to follow through with directions for the management
- Self-starter with a results-driven focus
- Capability to assume additional responsibilities
- Demonstrated experience managing data coordination and conversion projects
Education/Training
- Graduate of IT trade school or 4+ years experience in IT support
Element-Specific Requirements/Notes
- May assume other duties as required/needed
- May work overtime
- Maybe required to work various shifts as needed
Industry
