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Service Desk Technician
Ref No.: 18-00146
Location: Orange, California
Position Type:Contract
Start Date / End Date: 01/10/2018 to 03/31/2018
Title: Service Desk Technician
Job ID: 18-00146
Location: Orange, CA 92865
Duration: 3 months

Purpose
  • Under general supervision of the Server Desk Manager, the Service Desk Technician Level 1 & 2 provides initial technical support to end users and performs a variety of basic and advanced technical Service Desk support duties.
Primary Responsibilities
  • Responds to user questions and inquiries via telephone, email, web and other communication methods.
  • Enters, assigns and tracks service requests in the Incident Management System.
  • Refers service issues to IT management.
  • Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software.
  • Provides professional, courteous, prompt and accurate support and solutions to users.
  • Communicates, analyzes and troubleshoots routine user problems and provides proper solutions or remedies.
  • Properly documents problem ticket into Incident Management System.
  • Assists other IT technical staff in providing users feedbacks and user statistics.
  • Establishes priorities on Service Desk tickets based on established Service Desk and departmental guidelines and procedures.
  • Follows up and communicates ticket information to users when appropriate.
  • Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
  • Assists with desktop and laptop imagining and installation as needed.
  • Assists in the operations of enterprise systems as needed
  • Work closely with senior Service Desk and other IT staff to acquire additional technical and nontechnical knowledge.
Quality Management Standards
  • Use best practice methods and, wherever available, ITIL standards and guidelines appropriate to the task. 
Qualifications
  • Completion of an Associate's Degree from an accredited college in computer science, computer information systems or a related field; or an equivalent combination of training and relevant work experience.
  • At least one (3) year of increasingly responsible experience performing help desk/operations functions.
  • Knowledge of principles and operations of computer systems and related peripheral equipment.
  • Ability to analyze and troubleshoot user's problems via the telephone.
  • Ability to maintain knowledge of current technology and able to learn new technology.
  • Ability to communicate professionally, accurately and effectively in both verbal and written, as well as on the telephone.
  • Ability to understand and respond to user questions in an effective and courteous manner.
  • Proficiency with operating systems, including Windows 7 and Mac
  • operating systems.
  • Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs (e.g., Microsoft Office Suite, Word, Excel, Access, PowerPoint, etc.), the Internet browser, websites and e-mail systems.
  • Possess advanced knowledge and understanding of networking and personal computer hardware.
Related Skills and Competencies
  • Strong customer relationship skills and experience.
  • Knowledge of IT infrastructure network, server, storage and business continuity.
  • Relies on experience and judgment to plan and accomplish goals.
  • ITIL Methodologies
Work Environment
  • Office setting.
Work Hours
  • Dayshift with split hours is required for this position. Also requires to be on call every other week.
  • On call will be from 7:00pm to 5:00am Monday thru Friday. And on weekends from Friday 7:00pm to Monday 5:00am.
  • Split Shift requirements:
  • Mon. Tue. 6:00am to 3:00pm
  • Wed. Thu. Fri. 9:00am to 6:00pm
Training Requirements
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
Work Totality Disclaimer
  • This job description should not be construed to imply that these requirements are the only duties, responsibilities, and qualifications for this job.
  • Incumbents may be required to follow any additional related instructions, acquire related job skills, and perform other related work as required
  • Incumbents in this position may be required to perform additional duties with varying levels of concentration based on the incumbent's skill level and the department's needs.
Contact
            Vignesh Kumar | Recruiter
            Desk: (732) 272 0264.
            Email: vignesh.k@sunrisesys.com | URL: www.sunrisesys.com
            Or
            Ray Santos I rsantos@sunrisesys.com I
            Sunrise Systems Inc. I 105 Fieldcrest Drive Suite 504 Edison,
            NJ 08837 I (732) 395-4426 I www.sunrisesys.com