Desktop Support Services L2 Technician

Some responsibilities include:

The GDR Group, a stable, dynamic and innovative IT Solutions Provider based in Irvine, CA servicing regionally and nationally – based clients. We provide managed services and business-to-business solutions for today’s technologically dependent businesses.

We are currently seeking …
A Desktop Support Services L2 Technician that possesses a strong customer service orientation, sound technical skills, integrity and a passion for excellence. The right candidate will be extremely detail oriented, able to multi-task in a demanding environment, and possesses exceptional communication and organizational skills. The right candidate will have a “do whatever it takes” attitude and possess great pride in their work.

Essential Functions:

Analyze and resolve moderately complex information system issues for clients. Issues will be related to the desktop computing environment, network applications, production applications, and hardware.
Respond to and resolve client issues concerning systems operation within established Service Level Agreements (SLA).
Closely monitor ticket queue to provide quality assurance of tickets in progress.
Document all end-user requests and interactions in ticketing system.
Resolve, route or escalate service requests to functional teams as necessary.

Qualifications

Minimum 2+ years’ experience in a corporate Helpdesk and/or desktop support environment.
Thorough understanding of Windows 7 and Mac Operating Systems.
Strong Hardware and software troubleshooting skills is a must.
Excellent customer service skills to work effectively with clients
Possess excellent organizational skills
Ability to work well with other people in a team oriented environment.
Must be professional, self-motivated, resourceful, flexible and work with minimal supervision
Must be able to set priorities and be flexible in a fast paced environment.
Understanding and experience with the following Coloration Services – Google Enterprise Apps, BOX, Video, WebEx & Audio Conference
Understanding and experience with Standard Office software & applications (ex: MS Office, Cisco Jabber client & Browsers – Chrome etc)
Must understand and communicate difficult concepts and provide instructions in a clear and straightforward manner.
Ability to troubleshoot client-side MS Exchange problems.
Ability to troubleshoot network port / wireless connectivity issues.
Ability to follow through and document issues and resolutions
Must be able to follow procedures and protocols as outlined by Senior Management.