- Consistently demonstrates expertise in commonly used technical support concepts, practices, and procedures. Independently identifies, researches, and resolves complex service issues.
- Ensures observed patterns of customer pain points are escalated. Review historical incidents for signs of systematic issues in need of resolution.
- Provides advanced support with requests for reported customer requests for assistance and complaints. Triages issues for timely resolution. Thoroughly documents progress and provides continued updates to customers and management through resolution.
- Reviews current processes and recommends improvements for greater efficiency. Updates installation guides and workflow processes in kind. Collaborates with IT teams to update workflow processes impacting multiple teams. Provides training on updated processes.
- Installs and maintains hardware and peripheral components such as monitors, keyboards, printers, and scanners on end-user premises.
- Installs phone systems and provides technical phone support to onsite and remote users.
- Loads and provides training on approved software applications (e.g., operating systems, Microsoft Office, in-house applications, etc.).
- Replaces/repairs defective hardware or damaged software packages.
- Provide tutorials as necessary on how users access our system remotely utilizing OWA, VPN, and/or Citrix.
- Creates Active Directory and Exchange user accounts with a focus on security.
- Ensures all Key Process Indicators (KPI) and Service Level Agreements (SLA) are met.
- Manages Major Incidents and provides timely and clear communication to the organization.
- High School Diploma or High School Equivalency Credential such as GED, HiSET, or TASC required.
- Associate degree or higher in Computer Science, Management Information Systems, or related discipline from an accredited college or university preferred.
- A minimum of three years of proven experience in a desktop support or technical support role is required.
- A Plus (A+) and/or Network+ (N+) certifications preferred.
- Able to write reports and correspondence. Able to communicate effectively with colleagues at all levels of the organization, as well as external parties, in a variety of situations.
- Able to solve practical problems and deal with a variety of concrete variables in situations where some limited standardization exists. Able to interpret instructions furnished in written, oral, diagram, or schedule form. Relies on experience and judgment to plan and accomplish tasks.
- Expertise in standard computer hardware, software, video conferencing and telephony technologies, and peripheral devices. Expertise in Windows operating systems.
- Strong knowledge of office operations and current technologies in communications, data entry, and file management.
- Able to describe the rationale for standards and procedures.
- Problem-Solving & Decision Making
- Analyzes and anticipates unintended consequences when making recommendations or decisions.
- Escalates problems to the appropriate authority as needed.
- Surfaces and solves problems on time.
- Steps back from the issue to see the broader picture; considers the potential impact on customer and organization when making decisions.
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Technical Support Lead - San Diego, United States - LHH Recruitment Solutions
Description
Technical Support IILHH Recruitment Solutions is seeking a Tech Support II specialist who will investigate, research, and resolve complex software application issues and operating system modification requests. The perfect candidate will also serve as a mentor for junior members of the team, providing technical expertise and service support.
Location: San Diego, CA 92123
Compensation: $ $29.00 per hour depending on experience
RESPONSIBILITIES:
Search managed by: Jason Timothy
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
Equal Opportunity Employer/Veterans/Disabled
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to
The Company will consider qualified applicants with arrest and conviction records subject to federal contractor requirements and/or security clearance requirements.
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