Job ID: 24-04577
Job Title: Support Technician
Location: Santa Monica, CA 90404 (100% onsite)
Duration: 3 months
Contract Type: W2 only
Pay Rate: $20.69/Hour
Schedule: 9AM-6PM PST (1-hr unpaid lunch)
Duties: The role requires a high level of customer service orientation skills. The role holder must be able to pay attention to detail and have a proactive approach to issues and opportunities, along with a sense of urgency, and the ability to respond quickly to customer needs, with speed and accuracy. Provide Tech support by diagnosing and solving hardware or software faults and troubleshooting basic technology issues Talking clients through a series of actions, either face-to-face or over the telephone, to help resolve issues or configure systems Installing and configuring computer hardware and software Maintaining and updating support information and actions in the Tech Ticketing system, including procedural documentation and relevant reports Following standard procedures and written instructions to repair a fault or set up computer systems Supporting the roll-out of new applications, tools and services Setting up new users' accounts and profiles and dealing with password issues Responding within agreed time limits to incidents and service requests Working continuously on a task until completion (or escalating to another group where appropriate Prioritizing and managing many open cases at one time Establishing a good working relationship with customers and colleagues within Tech Representing Tech with professionalism and demonstrating Tech values at all times Required Skills: Minimum 2 years of Tech and Deskside Support experience. Comfortable working with both PC and Mac platforms across a variety of operating systems (including MacOS and Windows 10) Previous experience of supporting Apple hardware and software (MacBook, iPad, iPhone, Keynote, Mac OS, iOS) Previously worked as part of a team, collaborating effectively with colleagues and team members across IT Experience of delivering services to and interacting with VIPs and Executives. Must be available within working hours 9am-6PM to offer deskside support to various West Coast locations, including and not limited to Santa Monica, Beverly Hills, and Hollywood Ability to manage multiple client priorities, coordinate activities and manage expectations Excellent time management skills Technical knowledge of ITSM tools (e.g. ticketing systems, reporting & survey management). Excellent Zoom and Remote support experience Confident in A/V equipment Flexibility in offering Executive home support and traveling to various office locations to provide in person support. Flexibility in working between a 7am-7pm rotation shift. Primary working hours are 9am-6pm but need to be flexible to support business needs. Excellent Interpersonal and communication skills, both written and verbal. Demonstrable ability to establish positive working relationships with internal clients as well as peers in IT Ability to work effectively across all levels of the organization and handle each request with discretion, tact, diplomacy and patience Strong analytical / technical problem solving and troubleshooting skills across the wide range of technology Expert knowledge of Microsoft Office Suite of products Strong PC/Laptop hardware troubleshooting and deployment skills Strong Apple/MacBook hardware troubleshooting and deployment skills Strong software application installation/troubleshooting skills Familiarity with installing and supporting various third-party software Understanding of basic networking and network troubleshooting Working knowledge of ServiceNow Strong Android/iOS mobility support Education: Associate degree at a minimum. A+ Certification can be accepted in lieu of degree. Must have 2+ years of Tech Support experience.
