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-Responds to HelpDesk requests for assistance via phone, remote control tools, and in person if required.
-Provides first-level contact and problem resolution for all users with hardware, software and applications problems.
-Resolves as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
-Courteously obtains and conveys concise problem information for external and internal service personnel.
-Provides accurate and timely logging of problems and resolution for problems in the ticketing system database.
-Escalates problems as appropriate following Help Desk procedures.
-Utilizes superior customer service skills.
-Utilizes and maintains the HelpDesk tracking software.
-Coordinates problem resolution with vendors.
-Maintains /communicates with vendors during the problem resolution process.
-Receives, processes, and prioritizes support calls from users depending on the severity level.
-Installs software, deploy and upgrade operating system, clone disks, upgrade various drives, and troubleshoots network components.
-Manages PC setup and deployment for new employees using standard hardware, images and software.
-Travels to multiple locations in San Diego, Los Angeles, and Encino as needed and when directed by the IT Manager.
Specific Requirements related to Training, Quality Improvement, Help Desk Documentation/Records/Procedures:
-Maintain in-depth knowledge of Help Desk supported products and services.
-Work with the IT staff to obtain knowledge of the current system for better support.
-Review and update HelpDesk documentation as assigned.
-Review and recommend modifications to procedures with the Team.
-Actively review and update the IT Knowledge Base.
-Ability to write new processes and procedures and make changes to existing ones.
-Document accurate information in the Ticketing System. This is important for tracking purposes and in case it needed to be reviewed by other team members.
-3 years' experience supporting multiple executives;
-Intermediate/Advanced-level skills in Microsoft Outlook, Word, Excel and PowerPoint
Job Location & Travel Requirements:
-This position is located in the Firm's Newport Beach office and requires one-day travel to the Firm's other offices for meetings, training or support.
This is a Help Desk II position providing computing support to Squar Milner Employees, interns and contractors. The position is responsible for first level problem determination, problem/incident recording, problem resolution and problem escalation. Involves working with products and services include but not limited to desktop application software, basic network connectivity and troubleshooting, client/server systems support, PCs and laptops, web based applications, peripheral devices, and others. This opening is based out of Newport Beach although the team does provide support at times to our other office locations depending on the need.