IT Support Specialist – L1/L2 Service Desk

IMDEX

San Luis Obispo (CA)

Sur place

USD 55 000 - 70 000

Plein temps

14 jours+

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Résumé du poste

IMDEX is seeking an IT Helpdesk Analyst to provide Level 1-2 technical support across IMDEX solutions. You will respond to user inquiries, troubleshoot hardware and software issues, and maintain IT environments per security policies.

In this role you will work with guidance to monitor problems, analyze data trends for reports, and communicate with customers to ensure positive experiences. Experience in Service Desk and ITIL is preferred, including mobile platform support.

Qualifications

Tertiary qualifications in Computer Science, Computer Systems, IT or a related field.
Proficiency in documentation of technical processes with strong attention to detail and presentation.
Experience providing 1st and 2nd level product and technical support.
Excellent written and verbal communication skills.
Ability to resolve hardware and software faults.
Well-developed interpersonal skills and ability to work under pressure.
Experience with Remote support tools.
Professional and engaging customer-facing skills.
6+ months of experience in software support and/or technical support of web, mobile, cloud or desktop systems.
Experience in a Service Desk environment and ITIL support processes.
Experience in mobile platform support – iOS and Android.
Experience in the mining technology industry.
Strong technical knowledge of MS Office 365 including Outlook, Office, and Active Directory.
Experience with LAN/WAN diagnostics and working with Cisco Phone Systems.
Experience and knowledge of VMware and Hyper-V is highly desirable.
Knowledge of Microsoft Azure.

Responsabilités

Provides Level 1 and Level 2 technical support across all IMDEX solutions defined in the Service Catalogue.
Provides Incident Resolution and Service Request management to meet or exceed the expectations of internal and external customers.
Securely maintain the ICT Operational and physical environments in line with corporate security policies, standards and work practices.
Works with guidance (but not constant supervision) to monitor, diagnose and fix technological problems.
Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.
Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization.
Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences.
Works at an intermediate level to employ a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution.