HelpDesk Specialist in Irvine, CA at Vaco

Date Posted: 8/15/2019

Job Snapshot

Job Description

IT Helpdesk Specialist

The IT Help Desk is the first point of contact for IT related questions. The primary task of this position will be to troubleshoot and resolve endpoint issues for employees. Ranging from basic requests or complex issues that require immediate resolution or escalation. These duties will be performed in compliance with policy guidelines and within timeframes as defined in the team's SLA and/or project requirements.

Responsibilities:

* Respond to requests for technical assistance over the phone or via a ticketing system
* Diagnose and resolve technical hardware and software issues on Windows, Mac and other operating systems
* Identify and escalate situations requiring urgent attention
* Triage and redirect issues and requests to the correct resource
* Working with Active Directory, Exchange 2007/2010 or Office 365 and Windows 7/10 server on a daily basis
* Participate in projects when required
* Resolve issues through the ticketing system on first touch whenever possible

Requirements:

* Experienced in an IT Help Desk environment
* Excellent problem solving, communication and interpersonal skills along with patience, a customer-friendly attitude and the ability to work in a team environment is preferred
* Strong attention to detail and ability to multi-task is preferred
* Experience with answering phone calls is preferred
* ITIL certification or basic understanding of ITIL methodology is preferred