In a help desk/call center environment, serves as the single, initial point of contact for end users. Logs all relevant incident and service request details. Provides first line investigation and diagnosis. Resolves those incidents and service requests within the IT Support skill set and escalates as appropriate. The primary objective of this role is to restore normal service to the users as quickly as possible.
*Answer the Help Desk phone calls
*Process and resolve Incidents & Service Requests.
*Track all relevant Incident and Service Request details, categorize, prioritize and close tickets
*Provides first-line investigation and diagnosis of moderately complex incidents
*Escalates highly complex issues to ensure timely and accurate resolution
*Monitor service desk system for tickets assigned to the
*Help Desk queue and process based on priority
*Other duties as assigned by leadership
*Good computer skills including MS Office Suite, Adobe, and ability to operate general office machinery *Good written and verbal communication skills and interpersonal relationship skills
*Familiarity with enterprise platforms and applications
*The capacity to demonstrate the following skills and abilities: analytical, articulate, attention to detail, decisive, innovative, adaptable, personable, self-confident, team player, effectively manages stress, empathetic, enthusiastic, diplomatic, collaborative, customer oriented, ambitious, continuous learner, resourceful, self-motivated and results oriented.
*Must possess basic written and verbal communication skills.
*Have basic problem-solving skills
*Must have good telephone etiquette Is able to exercise good judgment using
*Help Desk standards and following guidelines and instructions
*Must be able to establish and maintain effective working relationships with IT staff and internal customers at all organizational levels
*Good computer skills and familiarity with the following platforms and applications is desired:
Microsoft Office Suite, Microsoft Outlook/Office365, Internet Explorer, Windows 7 Active Directory, Virtual Private Network (VPN), MobilePASS
*Bilingual-Spanish and English is Required.
We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
Associate’s degree or equivalent preferred, minimum 6 months previous experience required
Posted By: firstname.lastname@example.org
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