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 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
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 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 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 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 a 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 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.
