Service Desk Administrator - Multiple Openings

Company: Gravity IT Resources
Location: Orange
Posted on: February 19, 2021

Job Description:

Job Title: Service Desk AdministratorLocation: Orange Country, CaliforniaJob-Type: Contract 6+ MonthsReferral Fee: +/- $100/Month
Employment Eligibility: Gravity cannot transfer nor sponsor a work visa for this position. Applicants must be eligible to work in the U.S. for any employer directly (we are not open to contract or "corp to corp" agreements). Position Overview:Gravity is looking for multiple Service Desk Administrators that can respond to and resolve Level 1 and Level 2 IT support tickets for all employees (onsite and remote). They will take remote control of the end user device and troubleshoot IT/Desktop issues. The ideal candidate will possess the ability to diagnosis and resolve computer hardware, software, and network issues. Comprehensive knowledge of incident and service request management - responding, tracking, resolving, updating, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI) are also required. Our client is a rapidly growing technology firm that is building a team of adventurous individuals determined to make a positive impact on the world. Duties & Responsibilities:

• Respond to and resolve Level 1 and Level 2 IT support tickets for all employees (onsite and remote) - Technology and Applications
• Take remote control of the end user device and troubleshoot IT/Desktop issues
• Diagnosis and resolution of computer hardware, software, and network issues for the executives and VIP users
• Initial troubleshooting of the network issues - Port testing, Bandwidth monitoring, Shared drive issues, etc.
• Incident and Service request Management - Responding, tracking, resolving, updating, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI)
• Adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software
• Provide the first line of defense for end-user computing support within IT
• Help develop IT tools and processes to promote efficient and effective end user support practices
• Documentation of IT knowledge base for internal IT use, or broader employee reference as appropriate
• Set up new user accounts and workstations
• Teach new employees basics around relevant IT systems
• Support office technology - such as printers, video conference units, and digital whiteboards
• Collaborate with remote IT team members to build and maintain positive, productive team relationships
• Develop positive relationships with the business and other functions involved in downstream technical processes
• Look to improve all aspects of the It Service Desk functions continually Required Experience & Skills:
  • Respond to and resolve Level 1 and Level 2 IT support tickets for all employees (onsite and remote) - Technology and Applications
  • Take remote control of the end user device and troubleshoot IT/Desktop issues
  • Diagnosis and resolution of computer hardware, software, and network issues for the executives and VIP users
  • Initial troubleshooting of the network issues - Port testing, Bandwidth monitoring, Shared drive issues, etc.
  • Incident and Service request Management - Responding, tracking, resolving, updating, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI)
  • Adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software
  • Provide the first line of defense for end-user computing support within IT
  • Help develop IT tools and processes to promote efficient and effective end user support practices
  • Documentation of IT knowledge base for internal IT use, or broader employee reference as appropriate
  • Set up new user accounts and workstations
  • Teach new employees basics around relevant IT systems

Keywords: Gravity IT Resources, Orange , Service Desk Administrator - Multiple Openings, Other , Orange, California