Desktop Support w/ Macintosh Experience

nscglobal, usa; Burbank (CA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Benefits

Paid time off

Job summary

nscglobal, usa is seeking a full-time technical support specialist in Burbank, California. The role involves maintaining and troubleshooting computer systems and hardware, providing hands-on support and problem resolution in both PC and network environments.

Candidates should have experience with Windows upgrades and networking, along with robust problem-solving skills. The position includes benefits and paid time off, positioning you to succeed in a client-focused environment.

Qualifications

• Experience in technical service support in PC/Network environments.
• Ability to diagnose mechanical, hardware, software, and system failures.
• Excellent organizational and communication skills.

Responsibilities

• Provide on-site and remote technical service support.
• Monitor and update help desk incident tracking tickets.
• Evaluate current processes and improve effectiveness in support.

Skills

Technical support experience

Networking knowledge

Customer service skills

Problem-solving techniques

Experience with Windows 7 to 10 upgrade

Proficiency in VPN and Wireless

Education

Associate degree in a related area

Tools

Microsoft Office

Ticketing system applications

Job description

nscglobal provides global network implementation and support solutions to world‑class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world‑class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. nscglobal is a US Cisco Global Gold Certified Partner with a corporate headquarters in London, UK and a North American headquarters in New York. Please review our website at www.nscglobal.com for more information on our organization.

Job Description

Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups. May require an associates degree in a related area or 1 - 3 years of experience in the field or in a related area. Familiar with a variety of the fields concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. Typically reports to a project leader or manager. A wide degree of creativity and latitude is expected.

Qualifications

Position Description:

Provides on‑site and remote technical service support, installation, configuration and problem resolution in PC /Network environments.

Experience with Macintosh

Experience with upgrading from Windows 7 to 10

Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.

Diagnoses mechanical, hardware, software and system failures using established procedures.

Determines most cost effective repair resolution to minimize customer downtime.

Act as the primary provider of technical support to desktop and laptop computer users for hardware, OS, and application issues to Executive/Financial Level customers.

Monitor and update help desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions.

Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress.

Evaluate current processes, procedures, and technology with an emphasis on identifying methods of improving effectiveness in providing support to customers.

Coordinate support and repair activities with select third party vendors.

Skill/Ability Knowledge: Must have the technical ability to provide desk side support for computer and printer hardware, common software applications, Microsoft OS issues. Must be a proficient user of personal computer tools for word processing, decision support and communication. Must be skilled in problem solving techniques and supporting financial customers.

Proficiency in the following areas – Networking, VPN, Wireless. Customer Service, Ticketing system applications and multi-tasking.

Mental: Able to understand technical concepts and can develop ways to help others learn. Ability to solve complex problems with innovative solutions. Ability to manage multiple priorities. Ability to quickly and proactively gain an understanding of the client's business problems and deliver solutions and recommendations to solve.

Interpersonal: Excellent customer service, technical, organizational, and communication skills – in person and on the phone; effective listening and team orientation. Able to persuade, influence and negotiate with staff and vendors in critical situations. Able to motivate others and work cooperatively in a group to achieve common goals.

Physical: Able to sit at a desk and grasp writing instruments. Able to manipulate fingers to perform keyboard strokes on a computer. Mobile between buildings. Must also be able to lift 40lbs without issue and move it from under a desk to a cart and vice versa.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Full time, direct hire. Includes benefits, paid time off.