Desktop Support Specialist (Tier 2/3) Job

DESKTOP SUPPORT SPECIALIST (TIER 2/3) NEEDED FOR A CONTRACT OPPORTUNITY WITH YOH'S CLIENT LOCATED IN SAN DIEGO, CA.

TOP SKILLS YOU SHOULD POSSESS:

- Diagnoses, identifies, isolates, and resolves Tier 1-2 issues hardware and software issues utilizing historical database records and technical expertise.
- Solid working knowledge and in-depth understanding of Microsoft Windows 7, APPLE OSX, and Microsoft Office, especially MS Outlook.
- Ensure established Service Level Agreements (SLAs) are met or exceeded specific to response and resolution times.

WHAT YOU'LL BE DOING:

- Supports a user community of all skill levels with desktop applications, hardware components, network connectivity, smartphone, print devices and proprietary software.
- Diagnoses, identifies, isolates, and resolves Tier 1-2 issues hardware and software issues utilizing historical database records and technical expertise.
- Provides back up phone support for primary help desk personnel as needed.
- Solid working knowledge and in-depth understanding of Microsoft Windows 7, Apple OSX, and Microsoft Office, especially MS Outlook.
- Follows through to resolution assigned IT Support tickets that range from simple to complex utilizing a variety of tools and intra-company resources.
- Documents all calls, troubleshooting efforts, and resolutions in the company Service Management ticketing system whilst keeping end user informed at all times.
- Creates and/or revises existing technical documentation and procedures as needed.
- Assists remote users with wireless connectivity, VPN connectivity, access permissions and account requests.
- Adheres to the IT Department and the Company's policies, procedures and established best practices.
- Ensures established Service Level Agreements (SLAs) are met or exceeded specific to response and resolution times.
- Follows established escalation and notification procedures and alerts management to outages, priority issues, recurring problems and patterns.
- Proven ability to work independently and tenaciously pursue complex problems to resolution utilizing a variety of tools and intra-company resources.
- Must possess excellent customer service, communication skills and time management skills.
- Organized and deadline driven with the ability to track multiple tasks simultaneously.
- Adapts well in a team oriented, professional, fast-paced, dynamic environment.
- Maintains a high degree of professionalism in actions, demeanor and dress.
- The working hours for this position are Monday through Friday from 8:00am to 5:00pm.
- All OT requires prior management approval.

WHAT YOU NEED TO BRING TO THE TABLE:

- Solid understanding of OSX, and Windows 7.
- One or more industry recognized certifications such as CompTIA A+, Microsoft Windows 7, Apple OSX, or ITIL Foundations strongly preferred.
- Specific manufacturer's certifications, such as Dell, HP, Microsoft or Apple are advantageous.
- Education: BA/BS degree or equivalent combination of education and experience required.
- Minimum of 4 years' experience

Yoh, a DayJ2W: INFOTECH

TAX TERM: CON_W2J2WBRSDIEGO

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