Vacancy expired!
Atrilogy Solutions Group is in search of a
Service Desk Technician II to join our client in Los Angeles, CA. This is a 6+ month contract to hire that will sit onsite in Los Angeles, CA . A Brief Overview The Service Desk team are key contributors to delivering excellent customer service to our clients users by having a strong understanding of IT Service Management and ITIL. The Service Desk Technician II is responsible for providing initial triage and Tier 1 support for technical incidents and service requests for enterprise services. Provides root-cause analysis, troubleshooting, support and escalation via phone and email to end users. What you will do- Provides Intermediate troubleshooting and technical support through root-cause analysis, troubleshooting, support and escalation via phone, email and in person to end users.
- Serve as first escalation point support for end users for technical incidents and service requests.
- Provides proper handling of new Incidents and Request by performing incident investigation, diagnosis, troubleshooting support and escalation via clients Incident Management solution
- Performs intermediate support of Identity Management, specifically account provisioning, modifying group permissions, modifying user license assignment, password resets/lock out, enable/disable accounts and update to contact information.
- Provide excellent customer services by ensuring end users receive relevant communications and receive regular status updates on their incidents and requests.
- Provide end users with education of Client's IT services and training by understanding and aligning to their business requirements or connecting them with an appropriate matter expert
- Assist with maintaining current and relevant Service Desk documentation, such as Process, Procedures and QA documentation.
- Handle the installation and configuration of end point devices as per provided procedural documentation
- Participate with other tasks, assignments or projects as assigned by manager or team
- BA/BS Degree (4-year) (Advanced Degree Preferred) Information Systems, Computer Sciences or related technical field
- 2-4 years' Experience in technical position with primary responsibilities in user support in a Microsoft environment, which includes Windows 7/10 and MS Office Suite 2013/2016/O365; focus on Outlook.
- 2-4 years' Experience managing Active Directory objects within Windows 2008/2012/2016 domain function level.
- 2-4 years Experience in a technical position in a facility with standard network and server environment: of TCP/IP protocol, DNS, DHCP, WINS.
- Experience supporting various mobile handheld devices such as Apple IOS and Android.
- Experience supporting Office 365 services
- Must have knowledge and related experience with Help Desk / Service Desk best practices.
- Strong understanding of troubleshooting basic TCP/IP issues, packet captures and traces.
- Ability to persistently troubleshoot a problem through resolution, with extensive experience with Microsoft technologies
- Contains good organizational and project management skills, including ability to organize time and work on multiple tasks and follow through to completion of task or project
- Ability to learn quickly and work in a fast-paced environment
- Excellent analytical and problem-solving skills including high degree of attention to detail and accuracy
- Ability to follow a strict workflow process for QA and User Acceptance testing
- Ability to lift and carry computer equipment
- Ability to develop and maintain positive working relationships
- Ability to work different shifts and extended hours as needed.
- Ability to participate in rotating on call schedule.
- Ability to speak and write clearly and concisely.
- Requires personal transportation for job-related travel, as assigned
- Foundational knowledge of the ITIL framework, and IT Service Management.
- A+ Certification, MCP (Windows) and or MCSE is preferred
- CompTIA A+ Certification Preferred
- Microsoft Certified Systems Engineer (MCSE) Preferred
- IT staffing and placement such as Project Managers, Agile/Scrum Masters, Business Analysts, DBAs, Software Engineers, Mobile Developers (iOS, Android), DevOps, Automation, QA, Systems & Network Engineers, Cyber Security / Information Security Specialists, ERP, CRM, Business Intelligence, Data Warehousing, Big Data and Creative (UI/UX, Web Design)
- Operational staffing and placement of Accounting/Finance, Human Resources, and Marketing professionals, as well as Information Technology resources.
Vacancy expired!