Desktop Support Specialist

Performing your technical tasks for various customers using IT skills to administrate and problem solve, including:

• providing support for Tier 1 and Tier 2 support tickets
• managing client data backups
• entry-level system administration tasks
• trouble-shooting and identifying issues with DNS and Group Policies, user profiles, DHCP, networking and other issues
• solving Office365 issues including password resets, new user creation, license assignment, software installs and other issues
• supporting other technical assignments as required for client projects and implementations
• Performing your documentation tasks, including:
• Working with our supporting vendors (both software and hardware) to escalate and resolve issues
• Supporting our end user help desk team as necessary when tickets are escalated to you
• Training client team members as required (for either onboarding or other situations)
• Good knowledge of desktop and laptop support (Windows and MAC)
• Possess excellent general business knowledge to complete assigned tasks
• Excellent written and verbal English communication skills
• Excellent customer service skills
• Superior analytical, organizational and troubleshooting/ problem solving skills
• Ability to confidently and competently complete tasks with deadlines
• Ability to work and be available during 8:00 A.M. – 5:00 P.M Los Angeles Timezone. shift (you will work 8 hours with a one hour break)
• Availability to work after hours and weekends (infrequent & compensated)
• Strong knowledge of Windows
• Strong knowledge of the MS Office suite
• Tier 2+ level networking skills (VLANs, DHCP, DNS)
• Understanding of domains, user profiles and how they work (Tier 2 level)
• Understanding of Office 365
• Understand Active Directory (Domain Controllers)
• Knowledge of VoIP
• Strong analytical skills
• A minimum of 2 years of recent experience troubleshooting various technology and user situations
• Self-motivated with a positive mindset and high level of enthusiasm
• Responsible and dedicated to the quality of work performed
• High attention to detail while dealing with a continuous flow of new and existing issues
• Ability to switch between tasks with minimal disruptions to support needs of the business
• Ability to relay technical information clearly and simply to non-technical people

Must use audio/video for communications (Slack, Chime, Teams). Must be able to attend daily (M-F) sprint stand ups from 8:00 AM to 4:00AM Pacific Standard Time. Must be able to share desktop from time to time.