Help Desk Technical Support Specialist - In Office San Diego

Job Description

Job Description

Job Title:  Help Desk Support Specialist

Job Category:  Customer Support

Department/Group:  IT Department

Location:  San Diego

Local candidates only (San Diego Greater Metro area)

No out of state/country.   Relocation not offered with this position

Travel Required:  Occasional Travel may be required

Pay Range: $27-$33/hour plus benefits

Position Type:  Full Time

Help Desk Support Staff need to have great troubleshooting and problem-solving skills coupled with excellent interpersonal skills and a customer-friendly attitude. In addition, candidate must have strong technical skills in desktop support, networking systems and LAN/WAN troubleshooting. The ideal candidate would also be a self-motivated team player with an excellent phone manner. This is an in-office position not remote work.

Job Description

Client Facing Roles and Responsibilities:

Responsibilities include, but are not limited to the following:

• Taking initial telephone or email inquiries, enter all work as service tickets 
• Troubleshooting and managing relatively simple hardware, software, or network problems 
• Logging call activity and accurately posting billable hours to ticket tracking system 
• Providing on-site, remote and telephone support for technical issues and user concerns related to client terminals, workstations, servers, printers, networks, and vendor specific applications and equipment. 
• Basic technical support at the network level: WAN and LAN connectivity 
• Communication with customer’s staff as required: keeping them informed of incident progress 
• IT support relating to issues with internal systems and network infrastructure 
• Support services for Microsoft applications including Office 365 
• Documenting maintenance and inventory of all computer systems and network infrastructure 
• Performing Backup checks and setting up Backup jobs if needed 
• Resolving more complex issues requiring detailed systems and applications knowledge whenever possible 
• Recognizing and escalating more difficult problems to Engineering support if needed
• Use creativity and innovation to recommend automation and streamlining of processes and procedures 

Internal Roles and Responsibilities:

• Participate in on-call rotation responsibilities. 
• Ability to communicate effectively & work well in a team environment 
• Input and maintain client network and application documentation . 

Qualifications and Education Requirements

2 year experience in technical support

Experience with a managed service provider a plus

Minimum High School Diploma or GED, higher level degree preferred

Ability to lift 50lbs with assistance and carry 25-30lbs on occasion

Preferred Skills

• 2+ years supporting Windows Desktop Environment 
• 1+ years experience with Windows Server Administration 
• Working knowledge of Active Directory 
• Client VPN installation and support 
• Desktop AV and anti-malware administration and resolution 
• Familiarity with Apple products helpful but not required 
• Experience with VMware, ProxMox helpful but not required
• Experience with Microsoft Office and Microsoft O365 Support
• Experience with On-Premises Exchange helpful 
• Experience with Backup Recovery Procedures 
• Solid understanding of network troubleshooting techniques 
• Familiarity with SSL Certificates, DNS troubleshooting 
• Mobile Device Support 
• Previous experience with AutoTask a plus but not required 

References will be requested. Salary will be commensurate with experience.

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