Help Desk Technician

Clancyjg International - Lancaster, CA

Full-time - Entry Level

Remote - Lancaster, CA

Air Transportation

About the position

ClancyJG International is looking for Help Desk Technicians to provide technical support and resolve user incidents that cannot be handled by the Service Center Staff. The role involves troubleshooting software and hardware issues, managing IT service requests, and ensuring compliance with industry best practices and manufacturer specifications. This position is remote and requires a strong background in IT service management and software troubleshooting.

Responsibilities

• Resolve user incidents that could not be resolved by Service Center Staff using remote control.
• Install software, modify settings, and replace hardware as required to resolve incidents.
• Resolve desktop and network issues to restore service.
• Document actions taken using CM and ticket processes.
• Execute hardware/software deployment projects per the deployment plan.
• Support lifecycle management of IT equipment from deployment through exchange/disposal.
• Ensure installations are accomplished per plan, manufacturer specifications, and industry best practices.
• Resolve technical issues and ensure compliance with FAA direction.
• Document installed configuration and manage user incidents and requests using the ITSM tool.
• Escalate incidents to the next highest tier.

Requirements

• 3 years of IT service management experience (preferred).
• 3 years of software troubleshooting experience (preferred).
• Supervising experience in IT.