Job Description:

Position: Service Desk – Full Time

Reports To: Director, Service Delivery

Work Location: Burbank, CA

Compensation: $19.00/hr-$26.00/hr

Schedule: 40 hours per week

Position Summary:

The Service Desk Agent is responsible for providing first level, remote technical support to clients within an organization. This role involves conducting remote troubleshooting and resolving technical issues, answering customer inquiries, and escalating more complex issues to higher level support as necessary. The Service Desk Agent will work closely with Tier 2 support team(s) and other IT professionals to ensure that all end user issues are resolved in a timely and efficient manner.

The Service Desk Agent should possess a basic understanding of common IT tools and technologies, as well as excellent communication skills. The Service Desk Agent should be comfortable working in a fast-paced environment and be able to troubleshoot basic issues and adhere to client-specific operating procedures.

Key Responsibilities:

• Provide first level, remote technical support to clients via phone, email, and other communication channels
• Troubleshoot and resolve technical issues, such as connectivity issues, hardware and software problems, and application errors
• Answer customer inquiries and assist with account and password reset requests
• Maintain a high level of customer satisfaction by providing timely and accurate support
• Escalate more complex issues to higher level Tier 2 support team(s) as necessary
• Document all customer interactions and issues in the appropriate ITSM tool in accordance with standard ticket hygiene standards.
• Participate in team meetings and training sessions to stay up-to-date on new products, services, and technical developments
• Adhere to client specific standard operating procedures and reference client specific knowledge base articles in order to successfully provide tailored support for various clients.
• Continuously improve technical knowledge and skills through training and self-study

Requirements:

• 1-3+ years of experience in a technical support role, with a strong background in troubleshooting and problem solving
• Excellent verbal and written communication skills
• Strong customer service skills and the ability to work effectively with clients
• Familiarity with a wide range of enterprise-level hardware and software products, including operating systems, productivity software, and networking technologies
• Ability to troubleshoot enterprise-grade applications and supporting enterprise-grade operating systems including Windows 10 and/or MacOS
• Ability to work independently and as part of a team
• Willingness to learn and adapt to new technologies and processes
• This position may require evening and weekend work to support clients in different time zones

Preferred Skills:

• Experience working in a Service Desk environment
• Technical certifications, such as A+, Network+, or MCP
• Experience with Active Directory and/or Microsoft 365 Admin Center
• Experience with Command Prompt and/or PowerShell
• Experience with ticketing systems and ITIL processes
• A bachelor's degree in a related field

Additional Requirements:

In addition to the technical knowledge, experience and competence required of this particular job position, TTI's employees must also possess problem-solving skills, intelligence, perseverance, orderliness, responsibility, drive toward and satisfaction at the attainment of goals, calmness and endurance under stressful conditions, consistency and predictability in the regular attendance to duty, individual initiative as well as participation in group efforts, correct estimation of specific circumstances, fairness, empathy, appreciation toward fellow workers, and effective communications skills.

In keeping with these job requirements, TTI may choose to utilize application forms, interview procedures and/or pre-employment non-medical, non-psychological testing regimens that will assist TTI to determine whether applicants can meet TTI s performance standards. Applicants for the above job position may be required to undergo such screening procedures.

NOTE: The statements herein are intended to describe the general nature and level of work being performed by TTI employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of TTI.

Candidates must be able to perform the essential functions of this position, with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EEO Statement:

Turner Techtronics provides equal employment opportunities to all employees and applicants in all company facilities without regard to race (including hair texture and hairstyles), color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, (or related medical conditions, including, but not limited to lactation), physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state, and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfers, and leaves of absences, compensation and training.

DEI Statement:

Turner Techtronics is on a mission to provide the resources necessary to raise awareness and to support a diverse, equitable, and inclusive environment. We are continuing to build a culture that is safe, respectful, fair and inclusive for all of our employees. We are proud to employ people of all backgrounds who possess the talent, energy, and focus to accelerate our vision forward.

COVID Vaccination Requirement:

Effective August 5, 2021, and until further notice, Turner Techtronics shall adhere to staff vaccination and testing guidelines outlined in the CA Dept. of Public Health (CDPH) Behavioral Health Information Notice No: 21-041. These instructions shall apply to all applicable TTI facilities and clients. Any new applicant at TTI will be required to submit their Vaccination Certificate status. Any candidate in any of the TTI and client locations which mandate vaccinations will be required to be fully vaccinated before considered for employment.

Hourly Range : $19.00/hr - $26.00/hr