Service Desk Administrator - Secret

Service Desk Administrator

The Service Desk Administrator serves as the first point of contact for customers seeking technical assistance and provides increasing levels of escalation support for incidents. Provide a friendly and professional point of contact for customers for any problems or concerns. Perform independent troubleshooting of complex incidents. Stage and configure end user workstations. Maintain accurate inventory of assets and consumables. Deliver prompt and professional service and response and timely resolution to all requests for services. Handle incoming calls, walk in customers, and incoming tickets. Liaise with wider team members to ensure ticket resolution.

Required Skills : 3+ years of experience in hardware and software support. 3+ years of experience with Windows desktop administration. 3+ years of experience configuring and troubleshooting applications on Windows and / or MacOS. Exceptional customer service and communication skills. Exemplary attention to detail. Ability to work under pressure and deal with challenging situations. Ability to make decisions, take ownership and use your own initiative to resolve problems. Experience creating technical documentation for IT processes. Experience with ticket tracking systems. Experience with direct customer interaction with providing training and support to end users. Experience with Mobile Device Management (MDM) solutions is desired.

Required Education : A degree in a relevant technical field or related experience. Industry technical certifications are desirable but not required.

Physical Requirements : While performing the duties of this job, the employee is occasionally required to stand, climb, stoop, kneel, crouch, or crawl. The employee must regularly lift and / or move up to 50 pounds.

Special Requirements : This position is 100% on-site. Responsibilities sometimes require working evenings and weekends, in some cases with little to no advance notice. This position will rotate between HRL locations in Calabasas, Camarillo, Malibu, Santa Monica, and Thousand Oaks, CA. This position requires that the applicant selected be a U.S. citizen and be able to obtain and maintain a security clearance. An active Secret clearance is highly desired. This position requires that the applicant obtain a DoD 8570.01-M IAT Level II certification (e.g., CompTIA Security+, CySA+) within 6 months of hire.

Compensation : The range for this full-time position is $34.07 - $41.54 per hour + bonus + benefits. Our ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range during the hiring process. Please note that the compensation details listed reflect the base salary only, and do not include potential bonus or benefits. We are proud to be an EEO / AA employer M / F / D / V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.