Technical Support I - Santa Clarita Job

The Technical Support I position involves software and hardware setup, configuration, and troubleshooting. He/she is able to interpret users’ requests for assistance, document, and provide support towards resolution. He/she is able to solve issues within the scope of the position and escalate as needed. This position supports all levels of the company. Technical Support I is able to manage time efficiently to effect successful solutions in a fast paced environment. Technical Support I responsibilities include, but are not limited to: first line of support, document incidents, account creations/terminations/maintenance, deployment/maintenance of various equipment, and initial support/ troubleshooting of all applications.
The scope of this position is to provide first line of support/follow-up, communicate with team members effectively, problem solving, working on projects, other tasks as assigned, and continuing to gain skills and knowledge towards the advancement to Technical Support II.

Duties:
• Provide an efficient and personable experience for all users
• Address all issues in a timely manner reflective of SLA standards in place
• Work on assigned tasks in a productive, thorough, and organized fashion
• Record all incidents in ticket system to reflect accurate representation of work
• Communicate effectively with team members and users to keep all necessary parties updated with needed information
• Create, terminate, and maintain accounts for supported applications
• Deploy, repair, and support various hardware and end user devices
• Create and revise documentation as changes and improvements are made to policies and procedures
• Escalate users’ issues according to policies and priorities
• Adhere to all policies and procedures; Attend department or company-sponsored trainings or meetings, as required

Skills Required:

Qualifications:
• Must be a U.S. Citizen or Permanent Resident;
• High school diploma or equivalent required; Associate’s degree or higher in an information technology field preferred
• Two years of relevant work experience in an Information Technology field may be substituted for two years of education
• IT Certifications - a good combination of the following: Comptia A+, N+, Linux+, Security+, Server+ and MCSA (Microsoft Certified System Administrator) or CCNA (Cisco) Certified Network Associate (CCNA) CCNP (Cisco Certified Network Professional) or CCVP; CCIE or MSCE (Microsoft Certified System Engineer )and MSCP are pluses
• Demonstrated basic, entry-level experience working with IT software and hardware, is required
• One year experience in a customer support/service position highly preferred
• Ability to work well independently or in a team setting
• Must be technically minded, with the ability to understand and learn basic, install, test and troubleshooting tasks for integrated hardware and software systems, accurately and efficiently
• Ability to communicate technical information (in laymen's terms) orally and written in a professional manner
• Must possess good analytical and problem-solving abilities, through good critical-thinking skills
• Ability to be thorough and accurate in reporting or documentation tasks ; Strong follow-through and perseverance to handle multiple tasks simultaneously
• Ability to maintain organization and current status of multiple networking projects, simultaneously
• Strong communication and interpersonal skills to assist all levels of company personnel
• Excellent customer service skills with the ability to deal tactfully, confidently and ethically with both internal and external customers
• Ability to gain basic competency working with integrated data systems, Microsoft Office Suite, including Outlook and intermediate to advanced Word and Excel (i.e., spreadsheets, formulas, importing and exporting of files, as applicable) as required
• Must be able to understand, speak, read and write English

Employment Type:

Employee - Full Time

Compensation:

based on experience