IT Technical Aid

Job Title: IT Technical Aid

Location: Los Angeles, CA, 90012

Duration: 12 Months

Position Description The Information Technology (IT) Technical Aid works under the supervision of professional information technology staff to provide basic support services and assistance; perform routine information systems related tasks in a centralized IT organization. The IT Technical Aid will provide support to systems customers and/or to departmental staff for a variety of IT related issues including the identifying, tracking, documenting, researching, and resolving job issues or problem calls, and will follow specific procedures for escalating high priority issues, when required; support IT professionals by performing routine systems testing and production work, including validating user manuals, procedures, and other instructional materials; will work on medium size office grade printers and high speed commercial printers as needed; should be capable of lifting office supplies and equipment of up to twenty pounds; assist in the installation, configuration, maintenance and troubleshooting of information technology devices including personal computers, video display terminals, printers, cabling and other hardware.

Skills Required The IT Technical Aid will possess knowledge and experience in customer service; decision making; organizational awareness; problem solving; oral communication, speaking and writing; troubleshooting hardware and software issues.

Additional Skills Required 1. Knowledge of user account administration. 2. Ability to log, route, update and close tickets. 3. Proficiency in first-level support triage. 4. Experience in telephone and email customer support. 5. Know how to protect private data accurately. 6. Ability to request SFTP accounts and move and verify files. 7. Experience managing recurring, deadline-driven work. 8. Proficiency in documentation and reporting. 9. Ability to work well with developers, managers and other IT teams.

Experience Required Two (2) years of highly specialized clerical experience involved in an information systems environment including the use or installation of desktop software and/or operating high-speed commercial printers.

Additional Experience Required 1+ years within the last five (5) years of experience in two (2) or more of the following areas: 1. User account administration 2. IT service desk or application support 3. Secure file transfer (SFTP)

Education Required A high school diploma or equivalent.