Title: Service Desk Tier 2
Location: Los Angeles, CA (Hybrid - 4 days a week in office - except Friday's) Duration: 6-12 Months
The Service Desk Tier 2 position encompasses global phone support and desk side support, hardware, and software installations, and is the first line of support for the client's customers. The person will also be required to provide backup phone support to all the offices when other Tier 1 staff are not available.
We are looking for an individual with effective communication skills and a strong technical background, including both phone and onsite support. A technician with a 'can do' attitude and someone who is driven, proactive, and wants to move up is necessary to be successful. This person will be directly interfacing with clients as well as other I.T. staff and must present well. They will require strong interpersonal and communications abilities. The candidate must be an analytical thinker as this position will involve problem resolution and process/policy development. Overall customer-service orientation skills are a requirement. Previous experience with ownership of a product/project is a must.

Responsibilities:

• Documenting incidents, problems, and requests in the company ticketing system (ServiceNow) and file system (One Drive)
• Installation, configuration and support of the hardware and software supported in the environment (i.e., MAC and PC).
• Identifying problems in the environment and driving them to resolution; addressing recurring failures and notifying the appropriate product owner
• Maintaining a clean workplace as this is a representation of the Service Desk as a whole.
• Support multiple clients owned and third-party cloud-based applications and promote adoption and training of these services with focus on security with our 2FA (PingID)
• Provide on-site and remote troubleshooting support using remote desktop software (Bomgar)
• Provide backup phone and remote troubleshooting support to over two thousand users in the US and international offices.
• Provide remote access/troubleshooting and connectivity support to a fully mobile workforce.
• Provide meeting and video conferencing support for the NY and Northeast regional offices (Cisco Telepresence, TPS, Teams Rooms)

Required Capabilities:

• Experience in supporting and troubleshooting Apple and Lenovo notebooks and desktops.
• Excellent knowledge and troubleshooting experience with Microsoft Office
• Experience in supporting Client color printers and copiers including installation, configuration and diagnosing failures.
• Support Cisco phones moves, adds, changes, and troubleshooting.
• Ability to work with various vendors for AV, MFD, and other hardware and service vendors.
• Provide phone desk side support for all mobile devices (iPhone, iPad, Android)
• Experience working at an enterprise that is structured based upon the ITIL Framework

Desired Capabilities:

• Experience in supporting IP based phone systems (Cisco) and using the Cisco Unified CM and Cisco Unity Connection Administration servers.
• Experience in supporting audio and video conferences using collaboration services; Cisco Call Manager, Unity, Jabber, Cisco WebEx, Teams, Zoom and BlueJeans.
• Has a working knowledge of the Microsoft System Center products (Configuration Manager, Operations Manager & Service Manager) to deploy, monitor and support the environment.
• Has a working knowledge of MS Azure/AD, Office 365, and associated licensing knowledge for creating and managing user accounts.
• Knowledge and experience with JAMF for Mac administration, imaging, deployment

Environment: The client has a service oriented collaborative environment where we help our colleagues then focus on our own work. Our standards for dress are smart casual for interacting with clients (internal and external)