Los Angeles, CA
Service Desk Agent
Service Desk Agent
Location: Los Angeles, CA (Remote – Must pick up equipment on 1st day)
Direct Hire
Pay: $29-34/HR
*Must be open to AM, Mid-Day, OR Night shift (24/7 Operation)
Our client, a leading private university in Los Angeles, CA is seeking a Service Desk Agent to join their team. You will provide Tier 2 level support, including level 1 escalations for workstations, servers, virtualization, printers, networks, and vendor specific hardware and software.
Responsibilities:
- Duties include end user support, quickly analyze & diagnose application/system issues, creating & updating user accounts in Active Directory & other systems, performs software installs, PC maintenance and maintain communication for planned & unplanned outages.
- Act as the point of contact for all IT related issues. Answers, evaluates, and prioritizes incoming telephone, voice mail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
- Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Demonstrate excellent verbal and written communication skills.
- Support inbound tickets and phone calls to clients and triage needs to higher level engineers as required.
- Provide Tier 2 level support, including level 1 escalations for workstations, servers, virtualization, printers, networks, and vendor specific hardware and software.
- Responsible for supporting the end user community at the clinic locations.
- Provide support for all users experiencing problems with the clinical application software suite, various operating systems, business productivity software, network and WiFi connectivity and other computer related technology.
- Provide User Account provisioning services, as required by creating and updating user accounts via Active Directory.
- Install software via Active Directory or System Center Configuration Management (SCCM).
- Provide remote support via GoToAssist, and SCCM.
- Provide basic in-house training to Microsoft application suite; Setup and configuring email for multi-platform mobile devices.
Education & Experience
- High School degree or equivalent required
- Associate degree in related field preferred
- 3 years of work experience in IT required.
- 2 years of experience in Service Desk Support preferred.
- Must demonstrate excellent customer service.
- Excellent written & verbal communication skills.
Please submit your resume in Word or PDF format to be considered.