This postion is resposible for providing assistance to a variety of system users to resolve both hardware and software problems.
Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the client community.
Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
Determines the most effective manner to resolve client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with full-time staff when necessary.
Records required customer and problem information in the Ticketing System. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution and time spent entered upon completion of the job.
Resolves Level 1 work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
Works on Help Desk related projects as assigned by supervisor.
Experience in hardware, software, and network troubleshooting, or equivalent training
A+ Certification or equivalent
Customer service training and/or experience are beneficial
This position requires handling Helpdesk Trouble Tickets in an appropriate manner. Individual must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.
This position involves projects and/or assignments requiring considerable decision-making regarding procedures, plans, and schedules. Although there are sometimes problem-solving guidelines for particular problems, there are not always existing procedures or instructions for those problems. The incumbent is on their own in solving problems and determining satisfactory solutions.
Ability to work independently or in a team setting is necessary.
Ability to learn and support new and fast-changing technologies.
Familiarity with a wide range of standard office automation products is a must.
Must have a good command of the English language in order to provide effective phone, desk-side, and email support.
Ability to use a keyboard for extended periods of time to enter and retrieve data.
Ability to view computer monitor and phone.
Lifting and/or carrying up to 50lbs and the pushing and pulling of carts if necessary.
California's Great America