IT Helpdesk Level II Support - Irvine, CA

Seeking an IT Technical Support Level II to assist our internal customers with system issues by communicating technical solutions in a user friendly and professional manner. This will include advanced troubleshooting, prioritizing, and completing assigned tickets in a timely manner, as well as escalating complex issue to other IT teams.

Responsibilities:

  • Answers all incoming calls and IT emails providing Level 1 support in a timely manner.
  • Enters appropriate and usable data into CRM Helpdesk Ticketing system.
  • Perform device imaging via SCCM (System Center Configuration Manager).
  • Provides troubleshooting assistance through the use of remote controls tools such as Proxy master and VNC Client to connect to customers for remote support.
  • Interprets, analyzes, diagnoses, documents, and resolves Level 1 IT issues related to internally supported hardware and software within first call.
  • Diagnoses and solves immediate complex questions and problems related to application software, operating systems, and antivirus.
  • Installs, diagnoses, and resolves Level 1 problems for hardware, peripherals, and software systems.
  • Manages internet security via Websense; adds and removes objects as well as manage permissions.
  • Maintains Time Management system (Kronos); including configuring, installing, and troubleshooting malfunctions.
  • Creates simple queries and runs pre-written stored procedures in SQL Server 2008.
  • Performs basic administrative and security tasks for a variety of applications and software, including but not limited to MS Sharepoint, Great Plains, Kwiktag, DL Plus, Kronos, Active Directory, BrainShark, and Exchange.
  • Provides outstanding customer service and responsiveness to all end-users across all locations.
  • Guides users through step-by-step solutions and/or with operating IT equipment.
  • Provides technical assistance and training, and recommends remedial actions, as needed.
  • Escalates complex issues to different IT Teams, as necessary.
  • Acts as a resource to other team members in resolution of technical issues.
  • Communicates resolution status proactively to ensure customer timeframe expectations are met or exceeded.
  • Creates, assigns, and reopens tickets to appropriate IT Technical Support office.
  • Follows-up on open tickets, unresolved tickets, scheduled hardware and software upgrades, systems level problems, tickets that are escalated to other departments, and non-urgent after-hours messages to ensure progress and completion of requests.
  • Establishes and maintains strong working relationships with various Company departments and team members.
  • Contributes to library of Knowledge Base articles.

Requirements:

  • 2 years of experience in Applications or IT Technical Support.
  • Must have previous experience supporting enterprise applications.
  • Formal education in Information Technology, a plus. Technical/Code Academy a plus.
  • Experience working with SCCM preferred.
  • US Citizen/Green card holder required (we don't sponsor).
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