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Service Desk, Irvine,CA - 10 months
Ref No.: 17-01154
Location: Irvine, California
IT technical support
10 months

Position Description:
IT technical support for all City of Irvine in-scope products and services. Able to take calls in an ACD environment and answer technical questions in WINTEL/MS Office environment. Follow HPES processes/procedures. Troubleshooting skills, excellent customer service skills, triage, support field staff, ticket processing. Experience with UGovernIT tool is preferred.

Education and Experience
• Typically a Bachelor’s degree or equivalent experience and 2-4 years related experience.
may hold 2 year post-high school Degree (technical field)
• 4-6 years related experience in a telephone support position in a service or end-user support environment. 2 years experience in the microcomputer industry. Technical training in the company or other manufacturers’ product lines.
Knowledge and Skills
• Working knowledge of the field of Customer Relations.
• Demonstrated verbal communication and customer service skills.
• Intermediate-level knowledge of operating systems software.
• Demonstrated writing/correspondence skills.
• Experience and demonstrated presentation skills.
• Knowledge of legal ramifications/conflicts in Customer Relations environment such as consumer rights and manufacturers’ warranty responsibility.