Help Desk Support (Remote) Job Vacancy in California FAIR Plan Association Los Angeles, CA 90017 – Latest Jobs in Los Angeles, CA 90017 – updated today

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Company Name : California FAIR Plan Association
Location : Los Angeles, CA 90017
Position : Help Desk Support (Remote)

Job Description : POSITION SUMMARYThe Help Desk Support role is to provide technical support to users on our LAN/WAN and Cloud environments. This person will also assist the IT Infrastructure Team with server and network support. Responsibilities include gathering and analyzing relevant issue data, resolving the issue reported and documenting the resolution in our incident report ticketing system. This person will also diagnose, resolve, and document hardware and software network problems in a timely and accurate manner. Other duties will also include end user training and IT related (daily/monthly) operational tasks as assigned.
PRINCIPAL DUTIES & RESPONSIBILITIES

Receive and respond to all help desk tickets. Log the ticket into the management system and respond within SLA threshold, ensure every incident is entered and managed into ticketing system.
Ensure customer contact information is current in ticket management system.
Escalate inquiries to Help Desk Supervisor for triage and/or resolution.
Update and maintain issues knowledge base (Self Help) as appropriate.
Monitor internal customer help desk ticketing system for unassigned tickets.
General knowledge of service offerings, customer service principles and various computer software applications.
Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments; manages difficult or emotional customer situations.
Identifies opportunities for use of solutions to improve efficiency and reduce waste.
Focuses on solving conflict; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas.
Works within guidelines of company protocols established procedures; obtains, clarifies and provides information within established procedures
Prioritizes and plans work activities; sets goals and objectives; uses time efficiently; communicates activities and results as appropriate.
Regularly provides specific instructions to complete tasks; participates in regular reviews of assigned and completed tasks.

KNOWLEDGE AND SKILLS REQUIREMENTS

Associates degree in IT/ Computer Science and/or 2 years’ experience
Working technical knowledge of Windows Server and PC, and MAC operating systems
Microsoft Windows Active Directory and Office 365 apps
VDI technology, Anti virus, MDM, VMware, VEEAM backup/replication – preferred
Minimum 1 year application support experience with Office 365 and CRM solutions.
Working technical knowledge of industry standards regarding network hardware and protocols
AWS Cloud experience with EC2 and S3 technologies.
2 years hands-on hardware troubleshooting experience.
Certifications: Microsoft Certified IT Professional (MCITP) – preferred
CompTIA’s A+
CompTIA’s Network + (preferred)
AWS certified (preferred)

Job Type: Full-time
Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Health savings account
Life insurance
Paid time off
Parental leave
Retirement plan
Vision insurance

Schedule:

Monday to Friday

Experience:

Help desk support: 1 year (Required)
Windows & Office 365 app: 1 year (Preferred)

License/Certification:

CompTIA A+ (Preferred)
MCITP (Preferred)

Work Location: One location

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Post Tags : , Los Angeles, CA 90017, jobs in Los Angeles, CA 90017, Help Desk Support (Remote) jobs in Los Angeles, CA 90017

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