Locals Only-IT Technical Aid

Job Role: IT Technical Aid- Locals Only

Location: Los Angeles, CA

Duration: 12 Months Contract      

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:

• Strong customer service and communication skills, including the ability to assist users with varying levels of technical proficiency.
• Ability to troubleshoot application, access, authentication, navigation, and workflow issues.
• Ability to accurately document incidents and service requests and provide clear escalation information.
• 3 years experience using ticket management/service desk platforms, Cherwell or ServiceNow or similar
• Ability to explain technical issues in clear, non-technical language to frontline staff.
• Strong organizational skills and ability to manage multiple tickets and priorities simultaneously.
• Ability to recognize recurring issues and contribute to knowledge articles and troubleshooting guides.
• Ability to work collaboratively with project staff, Super Users, and Tier-2/Tier-3 support teams.
• Ability to maintain confidentiality and appropriately handle sensitive information.
• Willingness and ability to work in a high-volume, time-sensitive environment during Go-Live and stabilization.     

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:

• 3 years of Tier-1 service desk, technical support, or enterprise application support experience.
• 3 years experience with incident management, ticket documentation, prioritization, and escalation.
• 3 years experience troubleshooting user access, application errors, browser issues, and system navigation.
• 3 years experience supporting a system implementation or system transition.
• 3 years experience working with distributed users across multiple offices or locations.          

Education Required:

A high school diploma or equivalent.    

Additional Education Required:

• Associate degree or higher in Information Technology, Computer Science, Information Systems, Business, or a related field.          

Additional Information;

• Live Scan Required, Performed by DCFS. - Must have a valid driver''''s license without restrictions and access to an operating vehicle to attend meetings.