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Support Desk Specialist II
Ref No.: 18-00668
Location: Torrance, California
Position Type:Contract
Position: Support Desk Specialist II
Location: Torrance, CA
Duration: 12 Months(Shift: 2 pm – 11 pm)

Responsibilities:
  • Diagnose and resolve basic problems in the area of hardware, applications, and operating systems
  • Assists callers with connectivity problems in a network environment
  • Takes necessary steps to resolve problems and prevent them from recurring
  • Escalates problems to next level of support as directed by client
  • Answer and attempt to resolve service requests related to supported applications, networks and hardware
  • Respond to problems that come to Technical Support for the clients' user community
  • Works with internal staff to resolve problems, and ensure detailed explanations of user problems and call resolutions are entered into the tracking system
  • Follow up with customer to ensure problems are resolved satisfactorily
  • Informs peers/managers of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers updated on status of reported problems or projects

Daily Tasks Performed
  • The CCSC Analyst provides support for basic incident resolution and requests reported to the help desk.
  • Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.
  • The CCSC Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.
  • Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups.

Musts
  • Degree in Information Systems, or related field, or equivalent work experience.
  • Basic working knowledge to follow operations, problem management and escalation procedures
  • Basic ability to use software application i.e. Remedy, Active Directory, Peoplesoft, billing and monitoring systems
  • Basic knowledge of application, connectivity, hardware, peripheral including printers and scanners, network monitoring tools, and TCP/IP protocol
  • Basic knowledge in a variety of PC software programs, remote access tools
  • Basic knowledge in the areas of SQL, WAN/LAN Telecommunications (T1's, Modems, Hubs, Routers, Frame relay) and AS400)

Business Experience
  • 2 to 3 years help desk experience
  • 2 years computer related work experience
  • Able to work shifts in 24X7 call environment

Wants
  • Excellent Customer Service
  • Incident & Ticket Management using ServiceNow or similar tool (2 yrs exp minimum)
  • Experience contributing to Knowledge Base
  • Excellent Verbal and Written communications
  • ITIL V3 awareness, Team Player, Dependable
  • Works well with limited supervision based on established processes
  • Strong knowledge in a variety of PC software programs, remote tools, Office/Outlook
  • Strong knowledge of Security Administration procedures
  • Strong knowledge of application, connectivity, hardware, peripheral including printers and scanners, network monitoring tools, and TCP/IP protocol
  • Demonstrated ability to work well in a Team Environment