Help Desk Technician
Lightbox

Job Info

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Position Overview:
We are currently seeking full time Help Desk Technician to support our organization onsite in Carlsbad and Irvine CA. The Helpdesk Technician's role is to monitor the helpdesk and provide support to end users for computer, application, system, device, access and hardware issues. The technician documents, tracks, and monitors the requests in the helpdesk system and keeps users informed about the status of their tickets/requests and confirms the resolution of issues. Additional responsibilities include imaging, diagnosing, maintaining, and upgrading end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate manner and provide end-user assistance where required. Additionally, you will support the Windows OS and the entire Microsoft Office suite.What you will do and achieve:

• Provide onsite support primarily at our Carlsbad, CA location. Driving to the Irvine. CA location will be required from time to time.
• Respond to incoming calls, helpdesk tickets, email, or chat messages requesting support from employees seeking help with software or computer-related issues
• Imaging/Reimaging Windows workstations using MDT technology
• Support the onboarding and offboarding of users to the organization following standard operating procedures.
• Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Collaborate with network technicians/administrators/operations teams to ensure efficient operation of the company's end-user computing environment.
• Develop and maintain an inventory of all IT Assets at supported locations.
• If necessary, work with third-party support and equipment vendors.
• Works under immediate supervision.

Who you are:
Education

• BS in Computer Science or other university degree preferred.
• Computer and technical certifications a plus.

Experience

• 3+ Years Helpdesk/Service Desk support experience

Key Knowledge & Skills

• Excellent technical knowledge of hardware, including Windows laptops and desktops.
• ITIL Service Management. Experience working in a Helpdesk system, responding to tickets in a timely manner and providing excellent customer service and follow up.
• Hands-on hardware troubleshooting experience with Dell and Apple products.
• Working technical knowledge of current protocols, operating systems, and standards, including Windows, MacOS, iOS, and Android.

Core Competencies

• Use of tools such as IT Ticketing Systems, Active Directory, Remote Management Tools, and Group Policy.
• Office 365 Administration (Azure Active Directory & Exchange)
• Active Directory Administration. Managing user accounts and groups.
• Windows PC and Laptop imaging, troubleshooting, and repair.
• Printer Support (Setup, Toner/Parts Replacement, Queue Setup, Diagnosis/Remediation)
• Ability to create and update documentation.
• Excellent knowledge of operating systems and security practices.

Other Desirable Attributes

• Experience with JIRA, Zoom, MS Teams.
• Experience with Powershell, or other scripting language.
• Familiarity with Windows Servers, Windows 10, Office 365, SCCM, MDM, Virtualization.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization's goals and objectives.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Superior troubleshooting skills are a must
• Must be fast learner with good verbal and written communication skills
• Excellent customer service skills

Physical Requirements

• Lifting up to 40 lbs.

This job description is a general listing of the required tasks and expectations of the position and in no way implies that the duties listed above are the employee's only responsibilities. The employee is expected to perform other tasks, responsibilities and training as instructed by their supervisors. Duties and responsibilities may change at any time with or without notice.

This position may require additional hours outside of the standard work schedule including occasional holiday, evening and/or weekend hours in order to meet deadlines or to accommodate customers.

LightBox and all its holding companies are an equal opportunity/affirmative action employer. It is the policy of the LightBox and its holding companies to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, religion, sex, national origin, age, disability, or veteran status.

NO TELEPHONE CALLS OR AGENCY SOLICITATION PLEASE.

This job has expired.