Job Summary

Desktop Technician - Manhattan Beach, CA

  • Location:
    Manhattan Beach , California
  • Category:
    Help Desk/Technical Support
  • Contract Type:
    Contract/Temporary
  • Job reference:
    US_EN_6_33209_59481464

Location:


  • 1500 Rosecrans Ave, Suite 400 Manhattan Beach, CA 90266

 
Job Description:

  • Reporting to the Service Desk Manager, the Support Technician provides support for basic end user incident resolution and requests reported to the Vantage IT Service Desk via the ticketing system.
  • This position works within a team of Service Desk Technician’s to receive incoming Service Desk tickets and technical support phone calls for the corporate offices as well as remote clinical sites and users.
  • Investigates, troubleshoots, diagnoses, and resolved resolves software and hardware issues per Service Desk SLA guidelines and then records the solution and root cause into the ticketing system.
  • This position performs the initial assessment, triage, research and resolution of basic incidents and requests regarding the use of application software products and/or Vantage IT hardware.
  • The Support Technician is responsible for collecting information through customer conversations, accessing support tools, and peer level communication within the Service Desk.
  • Problems beyond the scope of their ability or responsibility are resolved by escalating to other Vantage IT resource by following our internal IT Escalation process.

 
Essential Duties and Responsibilities:

  • Creates a positive customer support experience and builds strong relationships through problem understanding.
  • Ensures timely resolution or escalation for every incident or request.
  • Creating user accounts and managing access control based on company policies.
  • Provide prompt and reoccurring communication on the progress of each ticket to all customers until the ticket is closed.
  • Address and resolve basic incidents and requests submitted via the Service Desk per the established SLA.
  • Works as a team to engage other Service Desk resources when necessary to resolve incidents that are beyond the scope, ability, or responsibility of service desk technicians.
  • Maintains and protect confidentiality with regard to all aspects of patient care and employee information.
  • Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
  • Participate in the yearly performance plans and appraisals with the manager based upon the company goals.
  • Ability to write system documentation when needed.
  • Strong desire to learn and develop new technical skills.
  • Works with service desk management to clarify priorities, escalation processes, and assignments.
  • Requires consistent follow-up with customers within established SLA’s.
  • Required to attend internal and external training sessions when appropriate.
  • Required to record and complete call tracking tickets for each call.
  • Required to maintain regular and punctual attendance.
  • Demonstrate a thorough knowledge of all aspects of department operation and systems.
  • Demonstrate effective oral and written communications with customers, department and company staff.
  • Provide after hours and on-call support as needed.
  • Maintain ticketing system ticket load at a manageable volume, 10 tickets total.

 
Education and Experience:

  • Two or more years of experience with help desk / service desk operations.
  • Two or more years experience with an incident management and request ticketing system.

 
Language Skills:

  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to write routine reports and correspondence.
  • Ability to communicate effectively.

 
Mathematical Skills:

  • Ability to add, subtract, multiply and divide using whole numbers, common fractions, and decimals.
  • Ability to compute ratio, and percent and to draw and interpret bar graphs.

 
Reasoning Ability:

  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

 
Computer Skills:

  • To perform this job successfully, an individual should have a strong working knowledge of the Microsoft Office Suite, Windows Operating Systems, computer hardware, and the ability to learn our business application suites.

 
Customer Service/People Skills

  • Work well with other service desk peers and IT management, communication with customers/end users must always be conducted in a professional and courteous manner.

 
 


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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Equal employment opportunity information:
EEO is the Law (poster) | EEO is the Law (poster supplement) | Reaffirmation of Affirmative Action Policy Statement