2 yrs required
Under the direction of the Chief Technology Officer, provide Technical Support responsibilities for the day-to-day 24x7 Desktop operations. We are looking for a technician who is an expert at troubleshooting and fixing technical issues, and is a problem solver. You will maintain standard software installation and operating guidelines, hardware, images, and deployment process including post configurations, and asset management. Responsible for ensuring that policies, standards, standard operating procedures and how-to documents are followed and utilized. Communicate effectively, both verbally and written with the peers. Effectively apply escalation process where needed. You will also be providing some initial support with servers in the data center, along with being able to setup new desktop computers, assemble new desktop systems with custom configurations, installation of operating systems (CentOS/RedHat) on new barebones server etc.
What you get to do every single day
Provide computer desktop/laptop support to local and remote locations in accordance with established policies and procedures
Maintain, analyze, and fix computer systems, hardware, printers, and computer peripherals
Resolve computer problems, and advise/implement appropriate action/solutions
Setup small office network, including knowledge of Router setups, WIFI setups, and setting up/establishing networking policies locally and for remote users.
Maintain records of daily data communication transactions, issues and remedial actions taken or installation activities
Coordinate hardware repairs with the appropriate vendors, where needed.
Provide support on a variety of computer hardware and software issues by identifying, researching, and resolving technical problems
Track equipment inventory and collaborate on potential purchases
Own and execute technology implementation projects
Communicate regularly and effectively with peers
Ensures the integrity of all electronic data records by following company quality standards
Must possess basic and advanced knowledge/troubleshooting skills associated with Microsoft Windows / MAC OS / Linux Operating systems such as CentOS etc.
Must possess basic and advanced knowledge/troubleshooting skills associated with Microsoft software, email clients, virus detection, active directory, network connectivity issues, etc
Experience providing support and interacting with customer both face-to-face and over the phone is required.
Excellent verbal skills, with the ability to interact with the peers both face to face and over the telephone.
Understanding the technical needs, while responding in a professional and courteous manner.
Organizational skills and the ability to properly manage workload.
Knowledge of standard office procedures and/or familiarity with ITIL practices.
Support of applications (proprietary or otherwise) is desired.
Ability to interpret a variety of instructions given in written, oral, diagrammatic, or schedule form.
Ability to carry out multiple assignments concurrently.
Ability to interact effectively at all levels and across diverse cultures.
Ability to be an effective team member and handle project assignments responsibly.
Ability to adapt to changes in the external environment and organization
Minimum 2 to 3 years of experience working on Helpdesk/Deskside Support is required.
You will be working from our office in Pasadena, CA, with occasional field visits to our data center in Downtown Los Angeles, and visiting our local offices if and when needed, in cases of a problem to be solved. You will also need to have a reliable form of transportation. You will also be required to be able to respond in cases of emergencies after-hours, though this will be be fairly limited and will have to be approved by the reporting manager.