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Helpdesk Level II
Location: Santa Ana, CA
Direct Hire
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Manage 4-10 accounts
• Lead the help desk team and evaluate performance
• Ensure customer service is timely and accurate on a daily basis
• Recruit, train and support help desk representatives and technicians
• Set specific customer service standards
• Contribute to improving customer support by actively responding to queries and handling complaints
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Develop daily, weekly and monthly reports on help desk team's productivity
• May also escalate to IT applications support or call for outside vendor maintenance (Level 4), as needed.
• Managing and monitoring the Autotask environment, which includes helpdesk support for clients and users, monitoring and resolving trouble tickets
• Provide remote and on-site support as required.
• Technical troubleshooting over the phone
• Provide field support services and support for various infrastructures, including Server 2003/2008/2012, Windows 7 and Windows 10 operating systems, and LAN hardware
• Become familiar with Office 365 and provide support.
• Configure new equipment on behalf of clients, deliver and install equipment which includes and not limited to desktops, servers, firewalls, switches, access points, etc
• Monitor backups on behalf of clients as well as company.
• Other IT related duties as required.
MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)
• Coming from MSP (Managed Service Provider)(PLUS)
• Vmware or Hyper-V
• VoIP
• AA or equivalent combination of education and experience. Bachelor's degree preferred.
• 3-5 years experience working with computer technology in a business environment
• Maintains strict confidentiality (e.g. passwords and other system security features) for the purpose of ensuring network security
• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others
• Ability to provide technical assistance and support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired
• Good problem-solving skills; ability to visualize a problem/situation and think abstractly to solve it
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multi-task effectively during busy times, exercise patience and professionalism during stressful situations
• Working knowledge of common operating systems and software applications
• Must be organized and detail oriented
• Must have strong communication skills
• Must be able to read, write and speak English
• Must be able to pass drug screen and background check
• Must be able to provide Motor Vehicle Record at time of job offer
• Competent understanding of TCP/IP networking for LAN and WAN
• Strong experience in setting up and connecting MFPs with Windows OS (7, 8, 10) and Apple OS's
• Understanding of Active Directory; including replication, GPO, and DNS
• Proficient knowledge of Office Suites functions and operations
• Strong diagnostic and problem-solving skills
• Ability to work efficiently under deadlines
• Exceptional organizational skills and attention to detail
• Excellent teamwork, communication, and customer service skills
• Knowledge of IT Managed Services/ IT Service Delivery (a plus)
• Ability to follow defined processes for backup and antivirus conversions and maintenance
• Ability to solve problems, analyze system data, and suggest appropriate solutions
• Internet proficiency for Routers, Switches, and Networks
• High level field support customer service experience
• Strong computer/networking skills
• Ability to work evening and weekend hours during peak periods.
• Must have strong ethics and work as an effective, collaborative team member.
• Ability to work under stress/pressure to meet deadlines and financial objectives
• Ability to travel to customer sites, offsite meetings, company related functions, etc. with short notice
• Valid driver's license and a minimum level of auto insurance coverage will be required
• Reliable transportation
Why Kelly ® ?
By partnering with Kelly® Technology, you'll have direct connections to top companies around the globe-giving you the chance to put your tech skills to work on some of today's most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. We're here to help you gain experience, keep learning, and move your career forward.
About Kelly ®
At Kelly, we're always thinking about what's next and advising job seekers on new ways of working to reach their full potential. In fact, we're a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits ?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.
Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.
