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Level 3 Technical Support/Help Desk
Ref No.: 18-16379
Location: Rancho Cucamonga, California
SUMMARY
Requires no instruction for routine work and general instructions for new lines of work or special assignments; supervision is limited. Participates in determining details of assignments to accomplish a wide range of objectives. Plans, schedules, and arranges own activities. Work is reviewed upon completion for adequacy in meeting objectives. Resolves basic technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network and telecommunications systems. Assists with activities to diagnose, identify, isolate and analyze problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

REQUIREMENTS
Education:
AA degree in related discipline and typically 3 or more years of related experience or an equivalent combination of education and experience.

Experience:
3+ years in a Technical Support – Help Desk II position
Skills and Attributes:
  • Possess a full understanding of the job.
  • Excellent Customer Service ability.
  • Friendly and empathic attitude.
  • Good listening skills.
  • Uses best practices for logical process of elimination troubleshooting.
  • Strong hardware knowledge and skills.
  • Strong Office applications knowledge.
  • Strong communications (phone, Wi-Fi, hardwire NIC).
  • Strong follow through.
  • Good written and verbal communication skills.

ESSENTIAL RESPONSIBILITIES
  • Develops solutions to a variety of problems of moderate scope and complexity. Refers to practices and procedures for guidance.
  • Provides technical assistance and guidance to end users to resolve hardware, software, applications or network issues.
  • Performs end-user training.
  • Resolves intermediate and complex computing delivery systems problems.
  • Escalates and coordinates intermediate and complex computing delivery systems and restoration problems by dispatching service requests to appropriate help desk support or external suppliers to resolve end-user computing problems.
  • Communicates and resolves advanced delivery systems problems with customer.
  • Other duties as assigned.
strong knowledge with Windows 10 and its lifecycle. Understanding of Dell laptops models 54xx and 72xx is a plus.