job summary:
An IT Support Specialist provides enterprise-wide technical support largely via phone, e-mail, and Instant Messaging. Primary tasks are the gathering and documenting of reported issues, troubleshooting with the goal to resolve issues by the end of the call, and collaborating with or escalating to others within IT as needed.
Additionally, agents perform scheduled operational tasks to monitor various IT systems. These tasks can include remote checks and reports, as well as physical checks within our Data Center.
location: Santa Ana, California
job type: Contract
salary: $23 - 27 per hour
work hours: 6am to 3pm
education: High School
responsibilities:
Essential Duties and Responsibilities
Provide technical support over the phone and by e-mail, using various remote assistance tools such as screen sharing and Remote Desktop.
Partner with other department personnel and management for call escalation and resolution.
Support company issued mobile devices.
Ability to diagnose, resolve, or escalate reported issues with software, hardware, and various other IT supported services and platforms.
Perform user setup procedures in Active Directory, Windows, Mac OS, O365, and other applications.
Support Manufacturing and Distribution systems and users.
Follow documented procedures and create new documentation when needed.
Troubleshoot kiosks located in The Home Depot locations and escalate to our Retail Team when necessary.
Daily follow-up on open tickets and tasks .
Qualifications and Experience
Educational attainment equivalent to high school graduation, supplemented by training, certification, or coursework relating to the IT field.
Work experience involving user support, and/or previous IT experience in a corporate environment is required.
Skills, Knowledge, and Abilities
As a member of a team that provides 24/7 coverage in support of the business, the ability to create detailed documentation of all symptoms reported and discovered, all troubleshooting performed, and any impact to the business is mandatory.
Basic knowledge of user support in Active Directory. User support in SAP is a plus.
Knowledge of Microsoft Office 365. Including usage, installation/deployment, and support.
Considerable knowledge of Windows operating systems. Macintosh support experience is also a plus.
Considerable knowledge of PC hardware and familiarity with supporting enterprise grade software and systems.
Ability to both independently and collaboratively organize, coordinate, and complete tasks as needed.
Ability to configure Windows operating systems, including applications, printers, and
Ability to communicate clearly with other IT personnel as well as users both local and in other locations.
Ability to plan, organize, prioritize and follow-up on tasks to complete work as scheduled and to meet deadlines
Ability to troubleshoot computer and peripheral issues on both inbound and outbound calls
Ability to produce detailed documentation as necessary
Ability to investigate and solve hardware and/or software setup problems or errors.
Ability to perform call triage and escalate calls appropriately using IT Ticketing Systems.
Special Requirements
Ability to work a flexible workweek, including nights, weekends, or extended hours in order to meet production schedule requirements or provide support when required
Ability to travel to remote locations for required training and onsite support
qualifications:
Qualifications and Experience
- Educational attainment equivalent to high school graduation, supplemented by training, certification, or coursework relating to the IT field.
- Work experience involving user support, and/or previous IT experience in a corporate environment is required.
Skills, Knowledge, and Abilities
As a member of a team that provides 24/7 coverage in support of the business, the ability to create detailed documentation of all symptoms reported and discovered, all troubleshooting performed, and any impact to the business is mandatory.
- Basic knowledge of user support in Active Directory. User support in SAP is a plus.
- Knowledge of Microsoft Office 365. Including usage, installation/deployment, and support.
- Considerable knowledge of Windows operating systems. Macintosh support experience is also a plus.
- Considerable knowledge of PC hardware and familiarity with supporting enterprise grade software and systems.
- Ability to both independently and collaboratively organize, coordinate, and complete tasks as needed.
- Ability to configure Windows operating systems, including applications, printers, and
- Ability to communicate clearly with other IT personnel as well as users both local and in other locations.
- Ability to plan, organize, prioritize and follow-up on tasks to complete work as scheduled and to meet deadlines
- Ability to troubleshoot computer and peripheral issues on both inbound and outbound calls
- Ability to produce detailed documentation as necessary
- Ability to investigate and solve hardware and/or software setup problems or errors.
- Ability to perform call triage and escalate calls appropriately using IT Ticketing Systems.
Special Requirements
- Ability to work a flexible workweek, including nights, weekends, or extended hours in order to meet production schedule requirements or provide support when required
- Ability to travel to remote locations for required training and onsite support
skills:
Data Center,IT systems,Instant Messaging,IT Support,technical support
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
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