IT Help Desk

Dexian; Lake Forest (CA); Remote; USD 42,000 - 64,000; Full time

Job summary

Dexian in Lake Forest, CA is seeking a Deployment Support Analyst to provide technical assistance and customer support while aligning with multiple programs. The role requires willingness to work night and weekend shifts and may be remote.

You will troubleshoot incidents, coordinate with Service Desk, and gain exposure to Deployment, ECARE, and RTO initiatives. Ideal candidates have a Computer Science degree or equivalent experience, plus at least 1 year in customer service and Help Desk

Qualifications

• Prefer Computer Science degree or equivalent years of experience.
• At least 1 year of customer service experience.
• At least 1 year of Help Desk experience preferred.
• A+ Certification or equivalent experience preferred.
• Network+ Certification or equivalent experience preferred.
• Strong understanding of operating system concepts and basic scripting.

Responsibilities

• Provide technical assistance and support to customers and junior analysts.
• Cross-train to support Deployment, ECARE, and RTO programs including troubleshooting and vendor follow-up.
• Be available for night and weekend schedule rotations.
• Identify root cause issues and defects and share findings with Business Partners.
• Analyze customer workflows and facilitate operational support.
• Translate requests into appropriate incident specifications and drive resolution.
• Maintain and apply technical knowledge across applications and environments.
• Collaborate with Reporting and Problem Management teams on reporting needs.

Skills

Customer service

Help Desk

Technical troubleshooting

UNIX/NT/OS2 concepts

OS concepts scripting

Education

Computer Science degree or equivalent

Tools

A+ Certification

Network+ Certification

Job description

Open for overnight shift.

Can be remote

This is for DSA (Deployment Support Analyst) position

JOB SUMMARY

The Day-to-Day:

• Serves as a technical expert using independent judgment and discretion within approved processes when providing technical assistance and support to customers and lower level analyst.
• Cross-trained to support Deployment, ECARE, and RTO programs which includes troubleshooting, vendor follow up, coordination with Service Desk
• Availability and willingness to serve in a schedule rotation that provides night and weekend support.
• Identify root cause issues and defect with Tier 1 applications. Then share those findings with Business Partners to address and resolve application defects.
• Analyze customer workflow and/or processes flows issues and help to facilitate operational support for their business.
• Translate customer requests into appropriate specifications incidents. Understand and appreciate customers' business functions and time while driving results on incident resolution.
• Maintain increasing technical knowledge of the assigned application. Provide technical knowledge in the support of programming languages and applications in various system environments.
• Demonstrate and apply information systems, theory, processes and technology to all work.
• Contact vendors regarding service issues to receive support information or assistance as instructed by the Team Leader.
• Work collaboratively with Reporting and Problem Management teams on reporting needs and problem management systems.
• Provide effective customer service by being courteous, polite and friendly at all times. Acknowledge customers timely in order to determine their need and help the customer resolve the issue or request. Participate in departmental programs that promote and deliver exceptional customer service.
• Prefer Computer Science degree or equivalent years of experience
• At least 1 years customer service experience
• At least 1 years of Help Desk experience preferred
• A+ Certification or equivalent experience preferred
• Network+ Certification or equivalent experience preferred
• Strong technical skill set of understanding computer concepts such as operating system commands and scripts (i.e., UNIX, NT, PC Fundamentals, OS2, etc.)

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals.To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.