Helpdesk Support Technician

The position of Helpdesk Support Technician will troubleshoot and solve application issues and respond to end-user calls and e-mails. This position will provide excellent customer service and communication skills to assist users and answer questions at various end-user skill levels.

Essential Duties and Responsibilities:

• Perform and monitor system backup and maintenance procedures under supervision of the Systems Manager
• Monitor the completion of automated system processes.
• Perform recovery procedures as directed.
• Assist in IT special projects as time permits.
• Log all incidents and maintain the help desk ticketing system.
• Handle inbound calls and ensure customer satisfaction through the entire transaction.
• Respond to end-user calls and e-mails.
• Assist with setup of Desktop/Laptop accounts
• Install and/or maintain printers, copiers, and other office equipment
• Account for internal Office Equipment assigned to users
• Update cell phone accounts
• On call/after-hours support may be required when necessary to perform high-risk or planned downtime of company systems for upgrades and maintenance. Scheduling is based on staffing.
• May be scheduled to work Saturdays, nights, or be on call as a regular part of the job.
• Duties and responsibilities are subject to change based on business needs.

Qualifications:

• Experience with Microsoft Navision Dynamics and Raiser’s Edge (preferred but not required).
• Experience with Windows 11 and up personal computers and Microsoft Office applications.
• Experience with Mobile Device Management System (MDM).
• Minimum High School graduate with some college-level coursework in computer operating systems; Bachelor’s degree in Information Technology or Computer Sciences preferred
• Experience with providing system support by telephone.
• Be well organized and able to handle multiple tasks.
• Ability to establish priorities effectively.
• Must have excellent customer service skills and exceptional phone etiquette.
• Self-motivated individual with an optimistic attitude.
• Attention to detail in a fast-paced environment.
• Ability to work independently and with a group.
• Able to communicate well (orally and written) in English.
• Dependable in both production and attendance.
• Able to lift, push, pull, and carry up to 40 pounds.
• Knowledge or familiarity of troubleshooting experience in a business setting
• Possess a valid California Driver’s License and have access to a reliable, insured vehicle. Must be able to travel within Los Angeles County as required. Work assignments may include various facilities and hubs across Los Angeles County, including locations in Los Angeles and the City of Industry, CA. Flexibility to commute between2 LA facilities as needed is essential.

Work Environment:

• Office and Field Environment.
• Exposure to natural elements such as odor, noise, dust, heat, rain, or cold.