Help Desk Specialist Level II

RESPONSIBILITIES:
A Kforce client is looking for Level II Help Desk professional in the Culver City area of California.

Summary:
The Help Desk Specialist II is responsible for providing technical support to users of the company's IT systems. This position requires a strong understanding of computer hardware and software, as well as excellent customer service skills. The ideal candidate must be disciplined in documenting and tracking all the issues they work on in a ticketing system.

Duties & Responsibilities:
* Provide technical support to users of the company's IT systems, including computers, software, and peripherals
* Provide technical support to employees experiencing issues with A/V and web conferencing solutions
* Diagnose and resolve technical issues with equipment such as printers, scanners, desk phones, web conferencing equipment, and network equipment like switches and wireless access points
* On-board new users (e.g., set up new user accounts, passwords, permissions, hardware, software)
* Off-board separated users (e.g., remove users, reclaim software licenses, retrieve corporate assets)
* Troubleshoot multi-factor authentication (MFA) issues
* Maintain and update the company's IT systems, including the telecommunications systems
* Monitor the company's IT systems for security breaches and other problems
* Implement and maintain security measures to protect the company's IT systems
* Document all their work in the corporate ticketing system, communicating with the users on ticket progress
* Maintain and update documentation on A/V and web conferencing solutions
* Work with other IT staff to maintain the company's IT infrastructure
* Escalate to Administrators, Engineers, and vendors as necessary to resolve more complex issues
* Stay up to date on the latest A/V and web conferencing technologies

REQUIREMENTS:
* 3+ years of experience in technical support
* 1+ years of experience supporting A/V and web conferencing solutions
* 1+ years of experience supporting Google WorkSpace (pka G-Suite) - preferred
* Strong technical skills in hardware, software, operating systems, and networking
* Strong understanding of computer hardware and software
* Proficiency with both Windows and macOS operating systems
* Experience supporting MacBooks running the most recent versions of macOS
* Experience supporting Google WorkSpace (pka G-Suite)
* Advanced knowledge of Microsoft Productivity Suite, e.g., Word, Excel, Outlook
* Understanding of A/V technologies and web conferencing platforms
* Excellent customer service skills
* Ability to work independently and as part of a team
* Excellent written and verbal communication skills
* Ability to work under pressure
* Ability to meet deadlines
* Ability to learn new technologies quickly

Preferred Experience:
* Knowledge of IT security principles and practices
* Experience implementing and administering Google Meet hardware
* Experience with Solstice Pods
* Experience with Crestron touch screen schedulers and source control devices
* Experience administering Zoom and Zoom Webinars
* Experience with iOS and Linux
* Experience with Active Directory, Office 365, and other enterprise tools and platforms
* Experience with Amazon Web Services (AWS)

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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