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Helpdesk Support

Date Posted: 3/13/2019

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Job Description

Our ideal candidate will have a desire to learn and expand their technical knowledge through working with our customers and our senior technical resources. The successful candidate will enjoy and have experience supporting systems and users via phone and email. Strong organizational and communication skills are required. Multiple shifts available.
Candidates should have hands-on experience across a broad range of technologies including:

  • Supporting user's with technical issues primarily over the phone using remote support technologies
  • Familiarity with working from a ticketing system as part of a larger team.
  • Understanding of how to deliver quality service while adhering to service level agreements (SLAs).
  • Extensive Customer Service experience
  • Experience with software implementation; process improvement abilities
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Extensive technical experience to troubleshoot the individual components of a computer.
  • Demonstrates a persistent problem-solving and efficient approach to technology.
  • Maintains a reliable system for prioritizing tasks and ensuring its completion.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Test fixes to ensure problem has been resolved.
  • Perform post-resolution follow-ups to help requests.
  • Expert knowledge of delivering support in a Microsoft environment including the troubleshooting and support of Windows 10, MacOS, and Microsoft Office 365.
  • Proven troubleshooting methodology and a desire to solve challenges
  • Advanced working knowledge of Active Directory, Android and iOS mobile devices, Slack, Box and video conferencing.
  • Working knowledge of networking principals (IP addressing, subnets, routing, switching).
 
 
Qualified candidates will likely have 5+ years of recent IT experience (end-user support and help desk experience) working with a variety of technologies. We require resourceful team members with exceptional problem-solving skills.
This position requires someone who has a strong desire to learn from our existing engineering team while being self-motivated to deliver exemplary service and find timely solutions to the problems we need to solve for our customers. In addition, the role will help continuously improve the department by sharing knowledge downstream with the other support analysts, "shifting left' support capabilities in order to achieve a higher percentage of first call resolutions for the department.
Additional key skills and qualities:
  • Must have four to five years of IT experience, preferably in a technical field (industry certifications a plus)
  • Must be intelligent, inquisitive, confident and energetic
  • Must be able to encounter unfamiliar technologies, applications and situations, figure them out, and provide solutions that match both our clients' and our company's needs
  • Must be organized, dependable and detail-oriented
  • Must be able to meet deadlines and SLAs in a fast-paced, agile environment
  • Must have excellent verbal and written communication skills
  • Experience in the entertainment industry preferred but not required
  • Maintain asset inventory and configuration documentation
  • Assist with hardware, firewall, telecom and software vendor evaluation, recommendation and negotiations
  • Ability to work overtime/extended hours as required
  • 5+ years of relevant experience working in a similar role supporting IT Systems
  • Bachelor's degree in related field, or equivalent experience
  • Microsoft Cloud Platform (Azure, Office 365, Azure AD Premium)
  • Advanced knowledge of Desktop Operating Sy

Job Requirements

Candidates should have hands-on experience across a broad range of technologies including:
• Supporting user’s with technical issues primarily over the phone using remote support technologies
• Familiarity with working from a ticketing system as part of a larger team.
• Understanding of how to deliver quality service while adhering to service level agreements (SLAs).
• Extensive Customer Service experience
• Experience with software implementation; process improvement abilities
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Extensive technical experience to troubleshoot the individual components of a computer.
• Demonstrates a persistent problem-solving and efficient approach to technology.
• Maintains a reliable system for prioritizing tasks and ensuring its completion.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Test fixes to ensure problem has been resolved.
• Perform post-resolution follow-ups to help requests.
• Expert knowledge of delivering support in a Microsoft environment including the troubleshooting and support of Windows 10, MacOS, and Microsoft Office 365.
• Proven troubleshooting methodology and a desire to solve challenges
• Advanced working knowledge of Active Directory, Android and iOS mobile devices, Slack, Box and video conferencing.
• Working knowledge of networking principals (IP addressing, subnets, routing, switching).
Posted By: bcougle@ledgent.com

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Job Snapshot

  • Employee Type:Full-Time
  • Location:Los Angeles, CA
  • Job Type:I.T.
  • Experience:Not Specified
  • Education:Not Specified
  • Date Posted:3/13/2019
  • Contact: Briawna Cougle (310) 598-7092
  • Pay Range: $50,000.00 - $100,000.00 Annually
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Job Reference: JO-1901-48529