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Service Desk Agent - L1 (Burbank)
Turner Techtronics - Burbank, CA
posted about 2 months ago
About the position
The Service Desk Agent L1 is an entry-level position designed for individuals with limited service experience, typically less than two years. This role involves providing technical support and assistance to various clients of Turner Techtronics, Inc. The agent will handle service desk tasks, desktop support, and IMACD (Install, Move, Add, Change, Dispose) tasks, adapting to the dynamic needs of the business. The position requires strong communication and organizational skills, as well as a willingness to learn and grow within the IT field.
Responsibilities
- Receive and respond to incoming user inquiries and L1 support requests via phone, email, or ticketing system.
- Escalate complex or unresolved issues to senior technicians or appropriate IT teams for further resolution.
- Manage ticket queues and pull appropriate tickets for completion.
- Receive and unbox equipment/peripherals for IMACD tasks.
- Perform asset management and imaging of PCs and Macs, installing packaged software applications.
- Deploy and set up new devices/peripherals and complete end-user setups.
- Assist with equipment moves, relocations, and cable management.
- Handle e-waste disposal tasks.
- Provide on-site support for break/fix issues at TTI or client locations.
- Deploy loaners and troubleshoot hardware/software issues.
Requirements
- High School diploma or equivalent.
- Excellent interpersonal, verbal, and written communication skills.
- Experience with installation, diagnostic, upgrade, and data restoration.
- Familiarity with ticketing systems such as ServiceNow and/or ConnectWise Manage.
- Proficient in the latest versions of Windows/Mac OS.
- Ability to install and properly configure multiple software packages such as Microsoft Office Suite and Adobe Creative Suite.
- Professional, reliable, flexible, supportive, and motivated to learn.
- Superb time management skills.
Nice-to-haves
- Experience in a customer service role.
- Knowledge of ITIL practices.
Benefits
- Competitive hourly wage of $21 - $24.
- Full-time employment with a structured schedule.
- Opportunities for training and professional development.
- Supportive team environment.
