Help Desk Analyst - CORP

Montage Laguna Beach; Irvine (CA); On-site; USD 34,000 - 49,000; Full time

Job summary

Montage International in Irvine, CA seeks an IT Specialist / Help Desk Analyst to provide efficient tech support to end users. You will handle tickets from request to resolution, offering clear explanations to users with varying technical skills.

Responsibilities include onboarding and supporting Office 365, Windows 10, and Windows Server, plus AD and Azure administration. Some travel to hotel sites may be required; evening/weekend shifts are expected. Compensation is $30.00 per hour.

Qualifications

• Strong knowledge of Microsoft Office, Windows 10, and Windows Server.
• Familiarity with ITIL processes and service desk best practices.
• Excellent verbal and written communication with customers.
• Willing to work evenings/weekends and travel occasionally.

Responsibilities

• Serve as first point of contact via ticketing system, phone, and email.
• Create incident tickets and route to support groups.
• Assist end users with Office, Windows, network, and email issues.
• Use AD, Azure, and Office 365 for account and email management.
• Document resolutions and create training materials.
• Set up IT equipment and manage inventory.

Skills

Microsoft Office

Windows 10

Windows Server 2016+

ITIL processes

Communication skills

Customer service

Problem solving

Attention to detail

Education

CompTIA A+ and CompTIA Network+ (preferred)

Tools

Active Directory

Azure

Office 365

Job description

Live Your Passion. Add Your Magic.

At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.

We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes.

SUMMARY

The IT Specialist / Help Desk Analyst's role is to provide efficient and courteous technical assistance to Montage International end users. This includes receiving, prioritizing, documenting, and actively resolving tickets in a professional and proactive manner. The Help Desk Analyst must be able to demonstrate a strong technical knowledge and an ability to communicate effectively to understand the issue while explaining the solution to end users with varying technical proficiencies.

ESSENTIAL FUNCTIONS

Job duties include but are not limited to:

• Serve as an initial point of contact for IT-related requests via the ticketing system, phone queue, and email.
• Create incident tickets and route to appropriate support groups for processing.
• Assist end users with questions and problems pertaining to Microsoft Office products, Windows 10, Mac OS, basic network connectivity, email, printers, scanning, fax, etc.
• Use Windows Server 2016 or higher, Active Directory, Azure and Office365 to facilitate account and email management, password resets and account lock/unlock.
• Adjust file and folder permissions on Windows Server and M365 based file services.
• Document ticket resolutions and create how-to information/training materials.
• Move and set up IT equipment such as desktops, monitors, desk phones, servers, cables, etc.
• Document physical equipment inventory according to intake, outtake, and out-of-service statuses.

QUALIFICATIONS

• Excellent understanding, usage and troubleshooting of Microsoft Office (Outlook, Word, Excel, and PowerPoint), Windows 10 and Windows Server 2016 or higher.
• Aptitude and desire to learn new technologies as required.
• CompTIA A+ and CompTIA Network+ or related certifications preferred.
• Solid understanding of the Help Desk ITIL processes and best practices.
• Strong communication, customer service, and problem-solving skills.
• Attention to detail.
• Excellent communication skills, both verbal and written whether using the phone, a computer or in-person.
• Available to work weekdays, evenings, and weekends.
• Able to travel occasionally to various hotel sites to assist the local IT team.

PHYSICAL REQUIREMENTS

Most work tasks are performed indoors. Must be able to sit at a desk for at least 5 hours per day. Walking and standing are required the rest of the working day. This may include traveling to and from meetings, as well as travel to properties for on-site installation support as required. Must have finger dexterity and be able to operate basic office equipment such as a desktop computer, copier, and fax machine. Must be able to lift up to 15-20 lbs. on a regular basis. Requires grasping, writing, standing, sitting, walking, bending, stooping, squatting, stretching, repetitive motions, listening and hearing ability and visual acuity to fulfill tasks

The pay scale for the Help Desk Analyst is $30.00 an hour. The pay scale is the base hourly wage range, exclusive of incentive pay such as commissions, piece rates, gratuities, and the like, that Montage reasonably expects to pay for the position. Please let us know if you have any questions.

In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.