Service Desk TechnicianEnd User Support

Description

At EXP were driven to provide innovative solutions for the worlds built and natural environments. As a team of engineers architects designers scientists and creators we are a community of professionals that brings diverse and talented people together to solve the worlds most complex challenges. Here you join a team that leverages differences and harnesses its entrepreneurial spirit in an employee-owned company that believes diversity gives us strength seeks sustainable results and shares ambitions for each other our clients and the communities we serve. Being a part of EXP means having your own experience while staying connected to a global network of professionals who believe we are part of something bigger. Together we are EXP.

Are you ready to design your future

Join us as our next Service Desk Technician / End User Support for our San Diego California office. The Level II Service Desk Technicians role is to ensure proper computer operation and access to systems so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools as well as require that the individual give in-person or remote access hands-on help at the desktop level. The Service Desk and End User Support Technician is also expected to be scheduled to part of the phone support team during the later portions of the day to ensure proper coverage.

What a day at EXP has in store for you

• Assisting in providing Level I Support
• Respond to emails and answer calls for support
• Build rapport with service desk customers.
• Escalate problems (when required) to the Service Desk Manager / exp infrastructure services / exp Network Services
• Using our ticketing system record track and document the service desk request problem-solving process including all successful and unsuccessful decisions made and actions taken through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates drivers knowledge bases and FAQ resources on the Support Software / Internet / Intranet to aid in problem resolution.
• Perform hands-on fixes at the desktop level including installing and upgrading software installing hardware implementing file backups and configuring systems and applications.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Perform preventative maintenance at the end user level
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups with Level I Technicians as required.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Work with end users to identify and deliver required PC service levels.
• Liaise with and provide training and support to end users and staff on computer operation and other issues.
• Install configure test maintain monitor and troubleshoot end user workstation hardware networked peripheral devices and networking hardware products.
• Where required install configure test maintain monitor and troubleshoot associated end user workstation software and networking software products.
• Perform on-site analysis diagnosis and resolution of complex PC problems for a variety of end users and recommend and implement corrective hardware solutions including off-site repair as needed.
• Receive and respond to incoming calls pages and / or e-mails regarding PC and / or hardware problems.
• Manage an inventory of all monitors keyboards hard drives modems printers scanners and other peripheral equipment.
• If necessary liaise with third-party support and PC equipment vendors.
• Provide guidance to junior members of the team as required.

What your experience looks like

Required Experience :

IC

Key Skills

Editorial,Catering,B2C,Camp,Computer Engineering

Employment Type : Full-Time

Experience : years

Vacancy : 1