IT Helpdesk/Desktop Technician (Tier 1)

Location: Carlsbad, CA, United States
Date Posted: 02-05-2019
We are seeking an IT Helpdesk/Desktop Technician in Carlsbad, CA. The primary role of the Desktop Technician is to provide help desk technical support to end users and maintain overall IT functionality . This includes troubleshooting and resolving hardware and software problems.  This will be Tier 1 support.

Please email resumes directly to anton.tilgren@jba.com for immediate consideration.

POSITION REQUIREMENTS:
  • A minimum of 2+ years’ experience providing tier 1 end user support in an enterprise IT environment (prefer banking experience)
  • Provide excellent customer service via the call center helpdesk both onsite and remote, will include email and onsite assistance requests
  • Create incident tickets, update incident tickets and close incident tickets using Service Desk Express system
  • Recent certifications as specified and equivalent experience required
    • MCTS Windows 7 or 10
    • MCSE or MCSA
    • MCTS Windows Server
  • College degree a plus 
  • Strong working technical knowledge of TCP/IP
  • A professional attitude, excellent customer service and neat appearance are essential
  • Good written and verbal communication skills
  • Able to work independently and with others
  • Able to master and support a large and diverse base of hardware and software technologies
  • Analytical and problem solving abilities
  • Ability to effectively prioritize and execute tasks in a high pressure environment
  • Ability to lift and transport moderately heavy objects, such as computers and peripherals

RESPONSIBILITIES:   
  • Learn all deployed technologies and provide full service/first contact resolution of technical problems in a fast-paced, team-orientated environment
  • Provide desktop and software troubleshooting/administration working closely with senior members of the department to learn and build their software, hardware and troubleshooting skills and knowledge
  • Troubleshoot, upgrade and repair desktop PCs
  • Provide after hours and weekend support on an as needed basis outside of general working hours
  • Maintain Standard Operating Procedures for all relevant processes and technologies
  • Document all support and maintenance activity with incident tracking software.
  • Diligently and consistently follow departmental and organizational policies and procedures
  • Maintains an accurate inventory of all desktop and printing equipment as assigned
  • Troubleshoot, upgrade and support common mobile device platforms
  • Implement projects as assigned. Provide status reports and problem summaries
  • Respond to emergency system outages as required
  • Additional duties as assigned
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