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End User Technical Support Coordinator

Posted on Sep 25, 2019 by Request Technology - Robyn Honquest

Los Angeles (Downtown), CA
IT
Immediate Start
$85k - $100k Annual
Full-Time

Technology Support Coordinator

Salary: $85k to $100k + Bonus

Location: Los Angeles, CA

Looking for an experience End user support lead of 2 people. You will be skilled in Windows 10 OS, Microsoft Suite, remote Citrix, PC, iOS, VoIP, wireless. You will have knowledge of networking and working with a ticketing system. Occasional overtime on weekdays and weekends. t 5 to 6 years minimum experience.

  • Excellent judgment in assessing user issues; intermediate trouble-shooting methodology.
  • Ability to work to the best resolution either through own knowledge or proper, timely escalation.
  • Proficient in Windows 10 OS and core application suite; including the Microsoft Suite and various Company applications.
  • Intermediate knowledge of Remote Computing and Citrix experience.
  • Intermediate PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues
  • Intermediate knowledge of iOS setup and troubleshooting.
  • Knowledge of networks including wireless experience.
  • Intermediate understanding and knowledge of Voice Over IP (VOIP) telephone systems.
  • Demonstrates the willingness and ability to help other team members on difficult issues.
  • Documents new findings/solutions and processes
  • Adheres to use of call ticketing system for each and every incident (eg request, issues, etc.).
  • Understands and follows ticket ownership guidelines and system usage.
  • Solid ability to research information through internal and external sources.
  • Adheres to written procedures, checklists and all quality control associated with project rollouts.
  • Participates in on-call and overtime on an as needed basis.
  • Ability to setup and troubleshoot video and audio in conference rooms.

Qualifications

  • Computer Science or Technical qualification
  • Minimum of 5 to 6 years of experience in a professional services environment, law firm experience preferable.
  • A+ and/or Microsoft certification are desirable.
  • Strong verbal, and written communication skills.
  • Must be able to demonstrate strong interpersonal and customer service skills and will have the ability to be process-oriented yet flexible.
  • Audio Visual experience a plus.

Technologies

  • Microsoft Windows
  • Microsoft Office Suite
  • iManage DeskSite and FileSite
  • Citrix/VPN
  • Polycom and Cisco Video Conference Systems
  • AirWatch
  • PeopleSoft
  • Carpe Diem
  • Avaya
  • MFA
  • ITSM Ticket Management System
  • Lenovo laptops and desktops
  • This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Reference: 761442713

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