Job Summary

Help Desk Level 3

  • Location:
    Irvine, California
  • Job reference:
  • Category:
    Help Desk/Technical Support
  • Contract Type:
    Contract/Temp to Hire

Essential Responsibilities – Support Specialist Responsibilities
• This position will support rollout and new software implementations as well as on-going daily support calls for business applications. This position will be responsible for supporting all aspects of the hardware and software for 950 plus remote users and 250 LAN Desktop users. Resolution includes walking the end-user through documented protocols as well as actual data manipulation using remote desktop tools. Must be able to liaison computer support (PC, Network and Applications) between end users and various IT Groups to determine accurate resolutions to issues.
• Will troubleshoot hardware problems for the purpose of correct diagnosis and in some cases, perform hardware repair work.
Position Pre- Requisites
• A+ Certification
• Has at least four years of experience supporting customers on an IT Support Help Desk and at one year providing Senior Level III desktop support. Experience & proficiency entering data into call tracking software and can clearly and precisely document problems and resolution according to department procedures for statistical gathering.
• Knowledge of wide and local area networks and associated software (Active Directory) for the purpose of resetting passwords, controlling access rights, and managing allocated server resource space. Trouble shooting problems and appropriately escalating more technical network trends and issues. Familiarity with broadband and wireless networking, VPN and associated peripherals and configurations and will be able to support connectivity problems for remote connect customers.
• Must have in-depth working knowledge of product-specific software (Microsoft Office 2013), Operating Systems (Windows7, Windows10), Email (Exchange 2013), MS Outlook & major brands of desktop/notebook and associated peripheral equipment for purpose of supporting end users with various levels of problems and questions.
• Will be expected to support all models of mobile devices (smart phones/tablets) and their connectivity to Email system and Business Applications.
• Will be expected to learn  Business Applications from a basic navigation and connectivity perspective and support employees in the use of those applications as applied to business.
• Possess excellent leadership, customer service, and communication skills (written and verbal). Has the ability to relate to problems and translate solutions in a manner that can be easily understood by customers, team members as well as management. Always maintain a professional, helpful, and patient demeanor. Works well within a team for the resolution of problems and providing service to customers. Takes direction from management and completes tasks with positive attitude and enthusiasm.
• Will be expected to work with other IT teams on special projects occasionally. Work is to be organized, progress and results well documented, tasks prioritized along with daily work load, and outcome is expected to be a successful contribution to a team effort.
Working Conditions
• Working environment is indoors, reasonably clean, well-lit and ventilated.
• Generally little or no probability of injury or health impairment.
• Requires light physical effort involving intermittent standing, sitting or walking while performing duties, occasionally lifting up to 50 pounds. Lifting may take place up and down stairs.
• Monday through Friday with shifts ranging from 5:30AM to 5:30PM. On Call Work will be required.

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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:
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