IT Support Technician

IT Support Technician

Location: La Palma, California

Rate: $35-40hr

Duration: Long Term Contract with Potential to Convert

Shift: M-F 8am - 5pm

Role Overview

This role is part of the IT Field Services Team, providing on-site and remote support for field offices and end users. The qualified candidate will provide end-user deskside support and serve as hands-on support for the network team to troubleshoot network hardware and connectivity issues. This position is responsible for providing operational and technical support for end-user workstations on the Business Local Area Network (BLAN) environments located in remote offices. The successful candidate must understand business requirements and translate these requirements into solutions, working collaboratively with multi-disciplinary workgroups.

Key Responsibilities

• Apply advanced diagnostic techniques to identify problems, investigate causes, and implement solutions in a timely manner.
• Resolve hardware and software problems with minimum disruption to users and coordinate hardware repairs with service vendors as needed.
• Collaborate with other support teams to resolve underlying technology issues and identify opportunities for process improvement.
• Implement and enforce IT Asset Management processes, policies, and standards.
• Provide Tier 2 on-site or remote support for the installation, configuration, maintenance, and troubleshooting of all end-user workstation hardware, software, and peripheral devices.
• Manage Field Desktop Services fulfillment, including problem tracking, management, and resolution with a focus on customer service.
• Prioritize and escalate customer issues to the appropriate IT Tier 3 support groups and coordinate on-site support visits when necessary.
• Support and maintain hardware devices, including the imaging of desktop/laptop computers, tablets, and hand-held field devices.

Additional Responsibilities

• Provide support for 24/7 operations, which may require availability for off-hours duties as needed, with a potential response time of 90 minutes.
• Activities may include device backups, anti-virus support, performance tuning, security management, change control, and system support for voice, conference room, and AV equipment.
• Work may be required inside industrial field office environments. Knowledge of Terminal Automation systems or Oil & Gas IT field experience is beneficial.
• The ability to obtain a Transportation Worker Identification Credential (TWIC) card is required for this position.

Required Qualifications

Experience:

• 3 to 5 years of experience supporting end users.
• 3+ years of experience working with third-party service suppliers, including SLA and service definition functions.
• Experience supporting remote and traveling users.

Technical Skills:

• Subject matter expertise in supporting and troubleshooting Windows 11/10, Office 365, Microsoft Teams, and iOS devices.
• Understanding of Microsoft Outlook and Outlook Web Access, with experience resolving complex problems.
• Support experience with VPN, Citrix, and Wireless Networks.
• Experience with asset management, including maintenance of network component inventory, printers, and other hardware.
• Knowledge of video conference technologies, networking connectivity, and installation of local LAN printers.

Soft Skills:

• Ability to effectively communicate both verbally and in writing with management and technical teams.
• Ability to support and explain technical concepts to users at various levels of technical proficiency.
• Capacity to learn recent technologies and procedures quickly.
• Ability to read and understand technical manuals and procedures.