Information Technology Specialist

NIGHT-SHIFT : Midnight - 9 : 00am

Robert Half is currently working with a client that is in search of an IT Technical Specialist. This is an remote position in Los Angeles, CA. Must live within a commutable distance for 30 days onsite training .

Essential Functions :

• Attend to customer inquiries received via phone, email, or in-person interactions, addressing a range of concerns related to software applications, computer hardware, printers, mobile devices, telephones, and basic network connectivity.
• Monitor the dashboard displaying the queue of incidents and utilize the ServiceNow ticketing system to resolve all assigned IT incidents.
• Handle an average workload of 25-35 incidents per day.
• If necessary, escalate incidents to Level II or the appropriate support teams.
• Serve as the main point of contact for end users, ensuring timely follow-up on ongoing incidents by coordinating with escalation teams.
• Maintain a 1 : 1 ratio of calls to ticket resolution.
• Contribute to knowledge sharing efforts by creating or updating entries in the knowledgebase.
• Uphold the highest level of customer service throughout all interactions.
• Demonstrate the ability to work both independently and collaboratively as a team member.

Qualifications :