IT Service Desk Technician

Trexon Srl - Santa Clarita, CA

Full-time - Entry Level

Santa Clarita, CA

About the position

The IT Service Desk Technician will provide fast and effective technical assistance to corporate and field employees, ensuring a smooth operation of the Windows enterprise environment. The role requires strong technical knowledge, effective communication skills, and a customer-oriented approach to troubleshoot and resolve issues both in person and over the phone.

Responsibilities

• Receive and respond to incoming calls, tickets, emails, and in-person requests for IT Service and Support.
• Identify and deliver required service levels according to organizational policies.
• Liaise with, and provide training and support to, end users and staff on IT environment operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot endpoint devices and network infrastructure when not operating as expected.
• Install, configure, test, maintain, monitor, document, and troubleshoot software.
• Perform on-site analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions, including off-site repair as needed.
• Document instances of hardware failure, repair, installation, and removal.
• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
• Develop and publish internal and external documentation to enable self-support and knowledge sharing.
• Liaise with third-party support and equipment vendors.
• Recommend, schedule, and perform hardware and peripheral equipment improvements, upgrades, and repairs.
• Document and share business context knowledge to other members of the IT team as required.
• Manage input/output fleet, including printers and scanners.
• Assist in developing long-term strategies and capacity planning for meeting future hardware and organizational technology needs.
• Support development and implementation of new computer projects and new hardware installations.
• Conduct research on, and make recommendations for, hardware products in support of procurement and development efforts.
• Support development and implementation of networking/wiring projects and installations.

Requirements

• 3-6 years of experience in a desktop support role.
• Windows 10 and Windows 11 configurations and support experience on multiple hardware platforms.
• Knowledge of Microsoft 365.
• Knowledge of Jira Service Management and Confluence Documentation.
• Knowledge of Active Directory, OneDrive and SharePoint preferred.
• Knowledge of mobile and telecom devices and services such as Dialpad or other VoIP systems, and various cell phone platforms.
• Network troubleshooting skills.
• Printer configuration and support.
• Ability to think through problems and visualize solutions.
• Ability to implement, administer, and troubleshoot infrastructure devices.
• Provides specific detailed information for hardware and software selection.
• Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.
• Ability to work with all levels of staff within and outside of IT and outside the organization.
• A self-starter able to work independently but comfortable working in a team environment.
• Good analytical and problem-solving skills.
• Dependable and flexible when necessary.
• A positive attitude!

Nice-to-haves

• Knowledge of mobile and telecom devices and services such as Dialpad or other VoIP systems, and various cell phone platforms.