Help Desk Technical Support Specialist - In Office San Diego

Job Title: Help Desk Support Specialist

Job Category: Customer Support

Department/Group: IT Department

Location: San Diego

Local candidates only (San Diego Greater Metro area)

No out of state/country. Relocation not offered with this position

Travel Required: Occasional Travel may be required

Pay Range

$27-$33/hour plus benefits

Position Type: Full Time

Help Desk Support Staff need to have great troubleshooting and problem-solving skills coupled with excellent interpersonal skills and a customer-friendly attitude. In addition, candidate must have strong technical skills in desktop support, networking systems and LAN/WAN troubleshooting. The ideal candidate would also be a self-motivated team player with an excellent phone manner.

This is an in-office position not remote work.

Job Description

Client Facing Roles and Responsibilities

Responsibilities include, but are not limited to the following

• Taking initial telephone or email inquiries, enter all work as service tickets
• Troubleshooting and managing relatively simple hardware, software, or network problems
• Logging call activity and accurately posting billable hours to ticket tracking system
• Providing on-site, remote and telephone support for technical issues and user concerns related to client terminals, workstations, servers, printers, networks, and vendor specific applications and equipment.
• Basic technical support at the network level: WAN and LAN connectivity
• Communication with customer’s staff as required: keeping them informed of incident progress
• IT support relating to issues with internal systems and network infrastructure
• Support services for Microsoft applications including Office 365
• Documenting maintenance and inventory of all computer systems and network infrastructure
• Performing Backup checks and setting up Backup jobs if needed
• Resolving more complex issues requiring detailed systems and applications knowledge whenever possible
• Recognizing and escalating more difficult problems to Engineering support if needed
• Use creativity and innovation to recommend automation and streamlining of processes and procedures

Internal Roles and Responsibilities

• Participate in on-call rotation responsibilities.
• Ability to communicate effectively & work well in a team environment
• Input and maintain client network and application documentation .

Qualifications and Education Requirements

2 year experience in technical support

Experience with a managed service provider a plus

Minimum High School Diploma or GED, higher level degree preferred

Ability to lift 50lbs with assistance and carry 25-30lbs on occasion

Preferred Skills

• 2+ years supporting Windows Desktop Environment
• 1+ years experience with Windows Server Administration
• Working knowledge of Active Directory
• Client VPN installation and support
• Desktop AV and anti-malware administration and resolution
• Familiarity with Apple products helpful but not required
• Experience with VMware, ProxMox helpful but not required
• Experience with Microsoft Office and Microsoft O365 Support
• Experience with On-Premises Exchange helpful
• Experience with Backup Recovery Procedures
• Solid understanding of network troubleshooting techniques
• Familiarity with SSL Certificates, DNS troubleshooting
• Mobile Device Support
• Previous experience with AutoTask a plus but not required

References will be requested. Salary will be commensurate with experience.

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