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Help Desk Technician in Irvine at Vaco

Date Posted: 8/22/2018

Job Snapshot

Job Description

Under direct supervision, assist users in resolving problems through diagnosis and discussion. The role provides first-response service to all end users.


Provides first-level telephone support and troubleshooting, accurately defining and diagnosing application, computer hardware and software related problems

The resolution of service tickets as security clearance allows and the ability to identify prioritize and escalate other issues

Interfaces extensively with end users of all levels, and escalate as needed to more experienced I.T. personnel for root cause determination, resolution and escalation of all application and desktop related problems

Responsible for maintaining complete inventory of desktop hardware and software

Completes all tasks necessary to insure that all production jobs are completed successfully and that on-line systems are available during scheduled up time. Follows written and verbal procedures and guidelines to achieve this goal

Maintains a list of computer hardware and software vendors and emergency contacts and serves as liaison to resolve daily problems

Maintain and customize a knowledge base to support problem resolution

Perform application and/or network security provisioning for all users

Responsible for logging problems and their resolution and providing manager with monthly call statistics

Assist in setup and testing of all new PC's and desktop applications as time permits


Demonstrates high degree of professionalism in communication, attitude and teamwork with customers, peers and management

Demonstrates high level of quality work, attendance and appearance

Adheres to all Company Policies & Procedures and Safety Regulations

Adheres to local, state and federal laws

Understands and complies with all company rules and regulations

Attends training and maintains a basic knowledge of procedures to ensure compliance with laws and regulations governing financial institutions, as they apply to your position and job responsibilities, with an emphasis on the BSA/AML/CIP, Consumer Privacy, Regulation CC, Information Security, Bank Protection Act, FACT-Identity Theft, Information Technology and GLBA.

Additional duties as assigned as it relates to the position


This position does not have supervisory responsibilities


Minimum of 2 years' experience with Microsoft workstation Operating Systems and applications.

Minimum of 2 years' experience with configuration and maintenance of Personal Computers, printers, modems, etc.


• Adaptability

• Communication

• Decision Making

• Initiative

• Innovation

• Motivator

• Organization

• Professionalism

• Results Orientated

PHYSICAL DEMANDS: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job.

• Standing, walking and squatting less than fifty percent of the work shift

• Required to lift, move and carry up to 40 pounds

• Ability to read, count and write to accurately complete all documentation and reports

• Must be able to see, hear and speak in order to communicate with employees and other customers

• Specific vision abilities include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus

• Manual dexterity required using hands to finger; handle, feel and type; reach with hands and arms

  • Office work, some lifting, bending, stooping or kneeling, walkingMostly standing, walking, bending, frequent lifting

WORK ENVIRONMENT: In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job within the environment.

• The work space is clean, orderly, properly lighted and ventilated with the proper safety compliance

• Noise levels are considered moderate