Job Description :
Service Desk Analyst – US CITIZEN ONLY
Location: El Segundo, CA
Schedule: Monday – Thursday / every other Friday 6 AM – 4 PM
**Will need the ability to obtain a Secret Security Clearance upon employment**
Summary / Responsibilities:

  • Serve as the first point of contact for customers seeking technical assistance calls, emails and chat sessions from internal customers.
  • Provide excellent customer service and professionalism to a wide range of customers.
  • Support the full life cycle of Windows and Mac workstation deployment (Standard system configuration) for laptops and desktops.
  • Completes and maintains appropriate shipping and receiving documents.
  • Mark inventory items using asset management controls.
  • Updates and verifies accuracy of data input into the computer inventory program daily.
  • Receives equipment, counts items and records data using system of record.

Secondary Responsibilities:

  • Performing remote troubleshooting through diagnostic techniques and pertinent questions.
  • Breaks down loads from pallets and stock shelves in a neat and orderly manner.
  • Recommend products that enhance or resolve a customer’s issue.

Qualifications:

  • General knowledge of the supporting activities directly related to PC/Mac, Operating Systems, encryption software, Smart Phones, Printers, Network and RSA SecurID tokens.
  • Ability to accept and implement coaching and feedback to achieve individual or team performance objectives.
  • Must possess excellent customer service and interpersonal skills.
  • Possess technical aptitude for performing technical tasks to resolve customer issues or escalate as required.
  • Familiarity with ServiceNow ITSM and LANDesk remote assistance tools.
  • Ability to work in a high intensity, stressful environment.
  • Ability to work alone or as a member of a team to meet SLA’s set forth.
  • Perform other duties as deemed necessary by management to support our customer.

Education/Certifications:

  • HS Degree – Required
  • Associates in Information Technology related field – Preferred
  • CompTIA A+ – Preferred
  • Security+ – Preferred

Benefits:

  • 15 days PTO
  • 7 paid holidays
  • Comprehensive benefits package
    • Medical
    • Dental
    • Vision
    • Short/Long Term Disability
    • 401K Plan

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