Responsibilities

• Handle incoming issues and requests to the Service Desk (help desk) via ticketing system, email, phone, and in-person.
• Triages incoming support calls by asking proper questions to the end user, gathering enough detail to understand the priority of the issue and the impact to their organization.
• Troubleshooting basic Service Desk needs for our stores, distribution centers, and corporate offices.
• Record, respond to, and resolve all Service Desk inquiries in the ticketing system.
• Provide end users with timely updates regarding their issues and requests.
• Follow and document process flows for areas of responsibility.
• Provide end user support and training for access to company systems, networks, cell phone, Microsoft applications, voicemail, and hardware (computers, printers, paging systems, IP phones, etc.)
• Provide maintenance to company IT assets (i.e. printers, PC’s, routers, etc.) through the issuance of trouble tickets to vendors, directing the end user through repairs, or personally completing the repair.
• Add, move, and change IT assets in the IT asset inventory database.
• Assist in management of servers and shared drives.
• Assist with new store setup and retrofits as required (including wiring, PC configuration, network and phone configuration, etc.)
• Complete configuration and setup of laptops, PC’s, cell phones, voice mail, and IP phones. Includes restoration of PC’s impacted by virus and spyware intrusion.
• Identifying and resolving issues with Office 365.
• Works various shifts, holidays, on-call and travel as required.
• Have worked with the following systems and applications: Windows 10 & 11, Office 365, Microsoft teams.

Required Knowledge and Skills

• This position is 90% phone support.
• Exceptional customer service skills.
• Associates degree with a technology specialty. Relevant experience may be substituted in place of education.
• Intermediate knowledge of Microsoft products (Office Suite, Office 365, Windows OS', etc.)
• Understanding of TCP/IP logic, network layering, and connectivity challenges.
• Must be able to adapt to an ever-changing technological environment.
• Possess intermediate task management skills.
• Ability to work effectively and efficiently in a team environment.
• Excellent communication skills (verbal and written)
• Must be a creative and critical thinker.
• Ability to prioritize and work through end-users issues, providing continuous feedback related to resolution.
• Must be friendly and able to smile a lot while working days, nights, and/or weekends as required.
• Willingness to work a flexible schedule.
• Willingness to work other duties as assigned

Job Types: Contract, Temp-to-hire

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation package:

• 1099 contract
• Bonus opportunities
• Hourly pay

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Los Angeles, CA: Relocate before starting work (Required)

Work Location: In person