What are the responsibilities and job description for the IT Help Desk Technician (ELS) position at Matthews™?
The IT Helpdesk Technician provides hands-on and remote support to internal employees and clients on all company supported applications and systems. The position responds to helpdesk requests, troubleshoots technical issues, and performs preventative maintenance throughout all company locations.
This role will primarily be based in our El Segundo, CA office. This role will require travel to surrounding Southern California offices from time to time.
Key Responsibilities
This role will primarily be based in our El Segundo, CA office. This role will require travel to surrounding Southern California offices from time to time.
Key Responsibilities
- Serve as the first contact with customers who need technical assistance via the help desk case system and/or phone calls
- Perform basic troubleshooting on all case work
- Troubleshoot, diagnose, and resolve technical hardware and/or software issues
- Provide quick resolution and excellent customer service
- Redirect unresolved issues to the next level of support personnel
- Provide needed information on IT products or services
- Keep record of problems and their resolution
- Follow-up with customers in a timely manner
- Provide feedback on processes and make recommendations on areas to improve
- Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
- Suggest improvements on procedures
- Up to 25% travel
- Previous working experience as an IT Help Desk Technician for 2 years
- In-depth knowledge of computer systems
- Hands on experience with diagnosing and resolving basic technical issues
- Excellent communication and interpersonal skills
- Customer-oriented and patient
Salary : $70,000 - $75,000
