Job Title: Support Technician
Location: Santa Monica, CA 90404
Duration: 4 Months plus (Potential to extend or convert for the right candidate)
Work Schedule: 100% Onsite. 9 AM-6 PM PST
Pay Range: $18/hr-$20/hr on W2 (DOE)
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 issuesTalking clients through a series of actions, either face-to-face or over the telephone, to help resolve issues or configure systemsInstalling and configuring computer hardware and softwareMaintaining and updating support information and actions in the Tech Ticketing system, including procedural documentation and relevant reportsFollowing standard procedures and written instructions to repair a fault or set up computer systemsSupporting the roll-out of new applications, tools and servicesSetting up new users' accounts and profiles and dealing with password issuesResponding within agreed time limits to incidents and service requestsWorking continuously on a task until completion (or escalating to another group where appropriatePrioritizing and managing many open cases at one timeEstablishing a good working relationship with customers and colleagues within TechRepresenting Tech with professionalism and demonstrating Tech values at all times MUST HAVES:
Minimum 2 years of Tech and Deskside Support experience.
Additional skills:
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 ITExperience 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 expectationsExcellent time management skillsTechnical knowledge of ITSM tools (e.g. ticketing systems, reporting & survey management).Excellent Zoom and Remote support experienceConfident in A/V equipmentFlexibility in offering Executive home support and traveling to various office locations to provide in person support.Flexibility in working between a 7 am-7 pm rotation shift. Primary working hours are 9 am-6 pm 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 ITAbility to work effectively across all levels of the organization and handle each request with discretion, tact, diplomacy, and patienceStrong analytical/technical problem-solving and troubleshooting skills across a wide range of technology Expert knowledge of Microsoft Office Suite of productsStrong PC/Laptop hardware troubleshooting and deployment skillsStrong Apple/MacBook hardware troubleshooting and deployment skillsStrong software application installation/troubleshooting skillsFamiliarity with installing and supporting various third-party softwareUnderstanding of basic networking and network troubleshootingWorking knowledge of ServiceNowStrong Android/iOS mobility support Education: Associate degree at a minimum. A+ Certification can be accepted instead of degree.
Must have 2+ years of Tech Support experience.
BENEFITS INFO Russell Tobin offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.
