Service Desk Technician II
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Summary
Front-line Tier 2 IT support technician at a managed IT services provider, resolving advanced hardware, software, application, and network issues for clients, with on-call and meeting-room/AV support duties. Fully onsite in downtown Los Angeles and/or Northridge; requires 3+ years supporting Microsoft and Mac environments.
The Service Desk Technician II staff are the front line to our client’s daily support request. By providing fast, efficient, and effective resolution to our client’s advanced support requests, we ensure clients stay productive. Support for advanced client issues such as application support, outage resolution, and fulfilling advanced service desk requests that require IT involvement.
This position is a dedicated full-time onsite at the Downtown Los Angeles (primary) and/or Northridge office locations and requires 100% on-site attendance with no remote or work-from-home option available.
This position is a dedicated full-time onsite at the Downtown Los Angeles (primary) and/or Northridge office locations and requires 100% on-site attendance with no remote or work-from-home option available.
- Provide great customer service and communicate clearly with non-technical and technical users and staff.
- Follow support process and guidelines as designed.
- Provide support for user problems relating to hardware, software applications, and network issues within a tier 2 perspective.
- Log, diagnose, repair, and relay reported problems to the end user, client or department.
- Diagnose and communicate advanced issues to senior technical staff, sales engineers, and sales staff.
- Availability for on call responsibilities for remote and onsite at client offices.
- Acquire new technical skills, as needed.
- Minimum 3 years industry experience, specifically supporting Microsoft & MAC based environments.
- Strong technical knowledge and understanding of SMB networks, infrastructure, and equipment.
- Ability to concisely document processes, issues, resolutions; strong writing skills required.
- Ability to multi-task, prioritize tasks and respond with sense of urgency.
- Strong problem solving and critical thinking abilities.
- Ability to successfully and effectively work independently and within a team structure.
- Self-motivated and responsive to Management and customers.
- Strong organizational skills and attention to detail.
- Experience working with time tracking/ticketing software desired.
- Demonstrated knowledge of standard help desk service call methods and procedures.
- Exceptional ability to develop productive and positive customer relationships.
Additional requirements for this role:
- Technician must be based in Los Angeles, CA area.
- Provides processing systems support for internal elections.
- Provides support for meeting rooms, including audiovisual support.
- Reliable transportation and valid driver's license are required.
Mytech offers a comprehensive benefits package which includes:
- 12 days of accrued vacation in your first year
- 6 days Sick time
- 8 hours of volunteer time
- Medical, Dental, and Vision fully covered options for employee coverage
- Company paid Life, STD, and LTD
- Professional Development Plan
- 401k with company match
- Profit Sharing