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Help Desk ( Level 2 )

Company: Virtual
Location: Los Angeles
Posted on: April 3, 2024

Job Description:

Key Responsibilities:

  • Provide highly responsive hardware and software support services for users
  • Install, configure, test, maintain, upgrade, and troubleshoot laptop and workstation computers and peripheral devices.
  • Provide software support, complete software installations and assist users of various levels of computer sophistication in the operation of a wide variety of new and existing software.
  • Establish and maintain a variety of user accounts, user-related network resources, and security access protocols and systems.
  • Work with ticketing systems to manage user requests and support.
  • Provide remote support to a variety of users nationwide using remote support tools over the phone.
  • Provide high touch, high value support to Executives and their support staff.
  • Support Conference rooms, meetings, and conference room equipment.
  • Perform routine research, analysis, and problem diagnosis, consult with internal and external technical staff when required, and repair or replace equipment as necessary.
  • Administer user accounts in Office 365.
  • Tier I and II support of Single Sign On, Multi Factor Authentication, Office 365 systems, Cloud PBX phone system, Cloud Conference Calling, OneDrive, Exchange Online, and MDM.
  • Maintain accurate asset management by maintaining records of all systems in production, and in stock, or retired
  • Adhere to, update, and create SOPs for day-to-day operations

    Skills and Qualifications:

    • Bachelor's degree with coursework in Computer Science, CIS, MIS or related field trade certificates comparable to degree/experience.
    • 3+ years of experience in technical support, help desk support, Office365 and applications support.
    • Strong experience administering Office365 accounts and emails.
    • Experience supporting cloud-hosted SharePoint Online and Exchange Online.
    • Experience assisting employees of varying levels of computer expertise; ability to clearly and concisely communicate technical information to staff of all levels of technical sophistication.
    • Ability to quickly grasp technical issues and offer solutions.
    • Ability to follow standard operating procedures.
    • Ability to work in a dispersed team environment, as well as independently when required.
    • Excellent verbal & written communication skills.
    • Customer-focused attitude and desire to interface directly with end-user clients.
    • Attention to detail while working in a fast-paced environment.
    • Must be proficient with Microsoft Windows 10, Apple Operating Systems, and iOS/Android.
    • MCSA, Microsoft 365 Certified: Modern Desktop Administrator Associate, or better preferred.

Keywords: Virtual, Los Angeles , Help Desk ( Level 2 ), Other , Los Angeles, California

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