Service Desk Technician

HRL Laboratories, LLC; Malibu (CA); On-site; USD 10,000 - 60,000; Full time

Job summary

A leading technology company is seeking a Service Desk Technician to be the first point of contact for customers needing technical support. The successful candidate will troubleshoot issues, manage service requests, and provide exceptional customer service across multiple HRL locations. This full-time, on-site position offers competitive hourly pay and may require certification and ability to lift equipment.

Qualifications

• Exceptional customer service and communication skills.
• Some experience with hardware and software support.
• Experience configuring and troubleshooting Microsoft Office applications.

Responsibilities

• Perform initial troubleshooting of tickets.
• Stage and configure end user workstations.
• Deliver prompt professional service and resolution to service requests.

Skills

Customer Service

Communication

Attention to Detail

Troubleshooting

Technical Documentation

Ticket Tracking Systems

Education

Degree in a relevant technical field

Tools

Windows

MacOS

Microsoft Office

Job description

General Description:

The Service Desk Technician serves as the first point of contact for customers seeking technical assistance and coordinates escalation for issues.

Essential Duties:

• Provide a friendly and professional point of contact for customers for any problems or concerns
• Perform initial troubleshooting of tickets
• Stage and configure end user workstations
• Maintain accurate inventory of assets and consumables
• Deliver prompt professional service, response, and timely resolution to all requests for services
• Handle incoming calls, walk-in customers, and incoming tickets
• Liaise with wider team members to ensure ticket resolution

Required Skills:

• Exceptional customer service and communication skills
• Exemplary attention to detail
• Ability to work under pressure and deal with challenging situations
• Experience with Windows and/or MacOS operating systems
• Some experience with hardware and software support
• Experience configuring and troubleshooting Microsoft Office applications on Windows and/or MacOS
• Experience creating technical documentation for IT processes
• Familiarity with ticket tracking systems
• Experience with direct customer interaction, providing training and support to end users

Required Education:

A degree in a relevant technical field is desired but not required.

Physical Requirements:

• While performing the duties of this job, the employee is occasionally required to stand, climb, stoop, kneel, crouch, or crawl.
• The employee must regularly lift and/or move up to 50 pounds.

Special Requirements:

• This position is 100% on-site and may require working evenings and weekends with little to no notice.
• The role involves rotating between HRL locations in Calabasas, Camarillo, Malibu, and Thousand Oaks, CA.
• The applicant must be a U.S. citizen capable of obtaining and maintaining a security clearance.
• The applicant must obtain a DoD 8570.01-M IAT Level II certification (e.g., CompTIA Security+, CySA+) within 12 months of hire.

Compensation:

The full-time position offers $31.54 - $38.48 per hour plus bonus and benefits. Compensation is determined by role, level, location, skills, experience, and education. The listed salary range reflects the target for new hires and does not include bonuses or benefits. More details will be provided during the hiring process.

We are an EEO/AA employer M/F/D/V, maintain a drug-free workplace, and perform pre-employment substance abuse testing.