Help Desk Associate

OLSA Resources, Inc.; San Diego (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

OLSA Resources, Inc. is seeking an individual to provide operational and technical support to franchisees across hardware and software systems. The role involves liaison with Legal, Accounting, Learning, and Operations to resolve center issues and deliver practical business solutions from the Global Home Office.

The candidate will test and maintain tools, assist in end-user training, and handle documentation while occasionally traveling to support learning, operations, or technology initiatives.

Responsibilities

• Provide operational and technical support to franchisees in the network as it relates to all hardware and software systems.
• Interact with the various disciplines (Legal, Accounting, Corporate Accounts, Learning, and Operations, etc.) to assist in the resolution of center issues.
• Utilize the resources at Global Home Office in providing personalized and convenient business solutions to operational questions from the network through regular communication via telephone, e-mail and other communication mediums.
• Undertake special projects as assigned by the Technology Department and other departments as needed.
• Develop, monitor, make changes / improvements and maintain the operational tools in use by the network.
• Test software and hardware as required.
• Troubleshoot, evaluate and provide solutions for: Software/hardware issues via telephone, fax, Internet (Web) and e-mail. Solutions may consist of remotely configuring, installing and replacing software/hardware.
• Maintain thorough knowledge of existing software programs, all changes incurred by updates or patches and new programs incorporated into the product line.
• Maintain accurate logs of all interaction and status of pending issues in support database and be able to provide written or oral reports as requested.
• Assist in the training of end users, and instruction documentation.
• Travel may be required from time to time as needed by the learning, operations, or technology department.

Job description

Provide operational and technical support to franchisees in the network as it relates to all hardware and software systems.

• Interact with the various disciplines (Legal, Accounting, Corporate Accounts, Learning, and Operations, etc.) to assist in the resolution of center issues.
• Utilize the resources atGlobal Home Office in providing personalized and convenient business solutions to operational questions from the network through regular communication via telephone, e-mail and other communication mediums.
• Undertake special projects as assigned by the Technology Department and other departments as needed.
• Develop, monitor, make changes / improvements and maintain the operational tools in use by the network.
• Test software and hardware as required.
• Troubleshoot, evaluate and provide solutions for: Software/hardware issues via telephone, fax, Internet (Web) and e-mail. Solutions may consist of remotely configuring, installing and replacing software/hardware. ICN/LAN for centers: WANNPN over broadband, dial up and VSAT connections: and Netscreen and Cisco VPN routers.
• Maintain thorough knowledge of existing software programs, all changes incurred by updates or patches and new programs incorporated into the product line.
• Maintain accurate logs of all interaction and status of pending issues in support database and be able to provide written or oral reports as requested.
• Assist in the training of end users, and instruction documentation.
• Travel may be required from time to time as needed by the learning, operations, or technology department.

Additional Information

Job Location