IT Support Specialist I

About the role

The Client Technology Analyst I provide first level support to employees on all computing devices and software applications implemented by the Information Technology (IT) department.

Responsibilities

• Provide help desk support via telephone, in person and remote assistance to employees.
• Install, modify, and repair computer hardware and software.
• Provide services related to and troubleshoot hardware, software and phone problems.
• Document all support interactions in the service desk application.
• Monitor open Help Desk ticket requests, dispatches, and follows up with escalated IT personnel to ensure they are addressed in a timely manner.
• Assist in end user training as needed.
• Assist other IT employees in support of problem resolution or product implementation.
• Diagnose and resolve technical hardware and software issues.
• Pick-up, deploying and maintenance of hardware sometimes up to 35lbs.
• Active Directory management.
• Mobile Device Management.
• Must be able to maintain a clean and organized workspace.
• Must be able to travel between offices in the southern California area.

Qualifications

• Experience with PCs, printers, networking and Microsoft operating systems including, knowledge of Active Directory administration functions, Windows 7/10 operating system and basic networking fundamentals.
• Demonstrated in-depth knowledge and technical skills to install, troubleshoot, and repair computer hardware, software, and guide end users in the use of software programs.
• Ability to troubleshoot software and hardware problems.
• Ability to communicate effectively both verbally and written.
• Develop and maintain effective relationships and provide outstanding customer service internally and externally.
• Ability to work effectively in a team environment.
• Ability to evaluate processes and procedures for continuous process improvement.
• Ability to adapt to and work effectively in a fast paced and changing environment with multiple priorities.
• Basic word processing, spreadsheets and computer software skills.
• Experience applying patches.
• Will be required for afterhours support.

Education and experience

Degree in Information Technology, Computer Science, or similar discipline. At least ONE year of direct experience troubleshooting hardware/software issues and installing software, patches, updates on desktops, and laptops desirable but not required.