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IT Specialist

Company: BayOne
Location: Irvine
Posted on: September 18, 2022

Job Description:

Job Description---Learn the IT Support skills to resolve Level 1 and Level 2 support tickets - Technology and Applications ---Learn the remote IT support skills to take end-user calls coming to the service desk call queue ---Learn to triage, prioritize, escalate, and execute resolution on support requests in an organized, efficient, and expedited way ---Learn to write and update the Knowledge Base documentation and standard operating procedures ---Learn to work within the ITIL framework, including assisting in the hands-on provisioning of services and accounts ---Shadow remote control of the end-user device and troubleshoot IT/Desktop issues ---Shadow and assist senior Service Desk Specialist in troubleshooting the network issues - Port testing, Bandwidth monitoring, Shared drive issues, etc. ---Assist in Incident and Service request Management - Responding, tracking, resolving, updating, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI) ---Assist in developing/documentation of IT Infrastructure & Security knowledge base ---Adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software ---Assist the IT Service desk team in supporting all the company's technology stack such as software, hardware, printers, and video conference units ---Collaborate with remote IT team members to build and maintain positive, productive team relationships ---Develop positive relationships with the business and other functions involved in downstream technical processes THIS IS WHAT YOU'LL NEED: ---Strong written and verbal communication skills are a must ---High School education required ---Provide professional and empathetic technical support to our end users while managing the service request queue ---Understanding the Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems. ---Understanding of the Office365, all major browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives ---Ability to coordinate and communicate at all levels within the organization - Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs ---Tech Savvy - Ability and passion for learning new technology and tools ---Passion for Customer Support - A drive to help end-users get what they need to do their jobs the best they can. A sense of satisfaction from helping end-users get what they need in a timely manner ---Discipline - The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication ---Self-Starter - The ability to actively look for effective tasks such as Knowledgebase updates to complete in times of low tickets ---Ability to articulate technical solutions to non-technical users in simple and easy to understand terms

Keywords: BayOne, Irvine , IT Specialist, Other , Irvine, California

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