IT Service Desk Specialist - Tier 0

Bay Systems Consulting, Inc. (BSC); Pasadena (CA); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Benefits

Job summary

Bay Systems Consulting, Inc. (BSC) seeks a Tier 0 IT Helpdesk specialist for full-time on-site work at Pasadena, CA (NASA JPLICE). You will provide end-user support for hardware, software, and network issues and document resolutions in the incident system.

Responsibilities include handling basic support, escalating complex problems to Tier 2, owning tickets until resolution, and ensuring user satisfaction. A Bachelor's degree or equivalent experience is required, with 2–4 years in IT support.

Qualifications

• Bachelor's Degree in Computer Science or related field, or equivalent with related experience.
• 2–4 years of experience in computer hardware, software, networking and troubleshooting.

Responsibilities

• Provide end-user support for hardware, software and network problems.
• Resolve routine issues and escalate complex problems to Help Desk Management.
• Respond to Tier 2 and higher trouble tickets and ensure ownership of issues.
• Close tickets and maintain ticket documentation; may require physical abilities.

Skills

End-user support

Troubleshooting

Communication skills

Ticketing systems

Education

Bachelor's degree in Computer Science or related field

Job description

Tier 0 IT Helpdesk

Full Time On-site

Pay: $21.25 per hour plus benefits

Location: Pasadena, CA - NASA JPLICE

Overview / Responsibilities

• Responsible for providing support to end-user community on hardware, software and network related problems, questions, and use. Provides resolutions to out of the ordinary issues for users. If unable to diagnose problem, will work with Help Desk Management to diagnose and resolve problem. Responds to tier two and higher trouble tickets. Ensures problem ownership and promotes end-user satisfaction. Closes activities of tickets assigned. Performs other duties as assigned which may require specific physical abilities. Requires Bachelor's Degree (in Computer Science or related field) or equivalent, and two to four years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and troubleshooting of computer systems.

Requirements

• Provides basic application and/or hardware support to Service Desk callers.Provides basic application and/or hardware support to Service Desk callers. Such support is characterized by actions that include, at a minimum, the following: answering calls; escalating calls to the appropriate support team in the event they are unable to resolve; create and maintain an incident ticket; ensuring and verifying device functionality and service availability; provides callers with solutions at least to the level provided in the Knowledge Base (KB); provides support for more complex issues and/or subject matter expertise on application software and/or hardware and may include an escalation of the Service Desk (SD) call to other JPL IT service providers.

Education Requirements

Bachelor's Degree (in Computer Science or related field) and zero to two years of related experience may be considered in lieu of additional years of experience with a High School Diploma.

PI288157794