Help Desk ( Level 2 )
Company: Virtual
Location: Los Angeles
Posted on: April 18, 2024
Job Description:
Key Responsibilities:
- Provide highly responsive hardware and software support
services for users
- Install, configure, test, maintain, upgrade, and troubleshoot
laptop and workstation computers and peripheral devices.
- Provide software support, complete software installations and
assist users of various levels of computer sophistication in the
operation of a wide variety of new and existing software.
- Establish and maintain a variety of user accounts, user-related
network resources, and security access protocols and
systems.
- Work with ticketing systems to manage user requests and
support.
- Provide remote support to a variety of users nationwide using
remote support tools over the phone.
- Provide high touch, high value support to Executives and their
support staff.
- Support Conference rooms, meetings, and conference room
equipment.
- Perform routine research, analysis, and problem diagnosis,
consult with internal and external technical staff when required,
and repair or replace equipment as necessary.
- Administer user accounts in Office 365.
- Tier I and II support of Single Sign On, Multi Factor
Authentication, Office 365 systems, Cloud PBX phone system, Cloud
Conference Calling, OneDrive, Exchange Online, and MDM.
- Maintain accurate asset management by maintaining records of
all systems in production, and in stock, or retired
- Adhere to, update, and create SOPs for day-to-day
operations
Skills and Qualifications:
- Bachelor's degree with coursework in Computer Science, CIS, MIS
or related field trade certificates comparable to
degree/experience.
- 3+ years of experience in technical support, help desk support,
Office365 and applications support.
- Strong experience administering Office365 accounts and
emails.
- Experience supporting cloud-hosted SharePoint Online and
Exchange Online.
- Experience assisting employees of varying levels of computer
expertise; ability to clearly and concisely communicate technical
information to staff of all levels of technical
sophistication.
- Ability to quickly grasp technical issues and offer
solutions.
- Ability to follow standard operating procedures.
- Ability to work in a dispersed team environment, as well as
independently when required.
- Excellent verbal & written communication skills.
- Customer-focused attitude and desire to interface directly with
end-user clients.
- Attention to detail while working in a fast-paced
environment.
- Must be proficient with Microsoft Windows 10, Apple Operating
Systems, and iOS/Android.
- MCSA, Microsoft 365 Certified: Modern Desktop Administrator
Associate, or better preferred.
Keywords: Virtual, Pico Rivera , Help Desk ( Level 2 ), Other , Los Angeles, California
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