Technology Associate-Level 21999 Avenue of the Stars, Los Angeles, CA 90067, USA Req #323 Tuesday, July 27, 2021The RoleThe Service Desk is the single point of contact for all issues and requests.
Level 2 will perform as a lead / escalation point for other Service Desk Agents while also act as an interface between the end-users and the IT support teams.
A successful candidate will be detail oriented, outgoing, and comfortable working with all levels of corporate/field personnel as well as possess the ability to learn quickly and manage multiple priorities.This position reports to the IT Service Manager.Duties and Responsibilities* Provide outstanding customer service and a positive support experience by interfacing directly with end users on issues, requests and inquiries while communicating in a clear and concise manner* Provide incident management for escalated issues related to hardware and software for laptops, mobile devices, desk phones, smart phones, and related peripherals, prior to escalation to Level 3/ management, or other resolver groups* Responsible for fulfilling requests related to onboarding and offboarding, new computer set-ups, software installations, permissions, configurations, etc.* Accurate ticket entry for issue resolution to aid in incident management.
Manage life cycle of tickets, including follow-up communications and status updates based on current Service Level Agreements* Coach, mentor and train junior team members regarding incidents, requests, set-ups, processes and ticket handling.
Share best practices.
Monitor and delegate tickets and tasks.
Act as outage coordinator when necessary.
Act as escalation point for junior team members.* Inspect equipment for initial set-ups, configurations, installations, upgrades, repairs, etc.
Work with vendors to evaluate hardware and software issues.
Pick up or deliver equipment as required.* Perform intermediate actions and utilize tool kits to correct problems based on knowledge of operating systems, software, viruses and malware.* Research issues utilizing a variety of resources; maintain level of knowledge of desktop operating systems and support standards.
Document knowledge through KB articles, tech tips, etc.* Research and evaluate new technologies related to computer hardware, software and mobility.* Participates in Continual Process Improvement in conjunction with IT Service Manager by performing quality checks and assist with trend analysis for proactive incident definition.* Participate in the design, configuration, testing and deployment of corporate computer deployments.* Perform Level 2 system administration, application testing and monthly maintenance, as well as documentation in accordance with best practices and internal procedures.
Provide backup to other IT staff, as assigned.* Assist with documenting repeatable processes and procedures utilizing process improvement best practices, as it relates to technical support functions.* Demonstrate a willingness to grow yourself and the team through collaboration and training tools* Participate in projects as assigned.* Participate in on-call rotation.* Perform other duties as assigned.* Some travel may be requiredRequired Qualifications and Technical Skills:Education: Bachelor’s degree in Computer Science, Management Information Systems, or related degree strongly preferred.Experience:* 5 years + of Service Desk or Desktop Support experience* Microsoft Windows (Windows 7 / 10)* Microsoft Office and other productivity software* Mac OS* Ticketing systems* Intermediate knowledge of TCP/IP networks* Intermediate experience with imaging and deployment toolsCertifications:* CompTIA A+ or Network+* Microsoft Desktop certifications preferred* Macintosh certification preferred* ITIL Foundations v3 certification preferredOther details* Pay TypeSalary