IT Service Desk Tech (Remote) - PSP1

**Please no C2C applicants**
Position Summary
LHH Recruitment solutions is in search of a skilled Service Desk Technician for a remote, long-term contract opportunity with a client of ours in the San Diego Area.

The IT Service Desk Technician plays an important role in the organization by performing numerous tasks related to the company’s information technology functions. The role is responsible, under general direction and supervision, for acting as the central point of contact from which users throughout the organization may request technical assistance with hardware or software. This position is 90% telephone and remote tool support. On occasion the Help Desk team supports walk ups, and/or staff located at the assigned facility.
Essential Functions
Answer incoming queue calls and voicemail messages, using department procedures.

Utilize the IT Service Desk electronic ticketing system Samanage, according to department procedures for the

opening, closing, resolution, escalation, and tracking all user requests.

Monitor queue regularly and dispense tickets in queue to the applicable department or resource.

Provide first-line support to all locations, including troubleshooting PC hardware, standardized and proprietary

software, telephones, mobile devices, VPN and network printers utilizing historical database records and technical

expertise.

Resolve at least 70% - 80% of all calls received, and to follow escalation procedures to the appropriate IT staff for

those requests that cannot be resolved over the phone.

Interact and collaborate with other staff regarding requests, problems, updates, and resolutions.

Administer AS400/Client Access user accounts and resolve MS Windows related printing issues.

Follow established escalation procedures for situations which require an IT Service Desk Manager and IT Service

Desk Supervisor assistance and oversight.

Notify IT Service Desk Manager and/or IT Service Desk Supervisor of any changes within Information Technology

that may cause a change in volume, escalation, major outage, server issue, major move, and/or staffing issue.

Create knowledge-based articles and solutions to guide the end users and technicians through resolving issues.

Update and dispatch assigned tickets daily in accordance with technicians and responsible parties.

Meet company established Service Level Agreements regarding response and resolution.

Adheres to IT Department and company policies, procedures, Guild Professional Code of Conduct and established

best practices.

Qualifications
Associates degree in a related discipline (or equivalent combination of education and experience) along with 3 or

more years’ related experience

Passionate about delivering excellence in customer service within a distributed, enterprise IT environment

Experience with hardware support, application, disk encryption, network connectivity, printers and IT security

best practices required.

Proven intermediate user-level hardware and software troubleshooting skills, including MS-DOS, Microsoft

Windows 10, Microsoft Office 365, Chrome, Microsoft Edge, Anti-virus applications.

Intermediate Networking skills and familiarity with printers, VPN and telephone systems.

Occasional after-hours, nights, weekend, and holiday work is required.

Self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.

Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment.

Ability to document work performed, and update end user instructions as needed.

Current CompTIA or HDI certification preferred.

Excellent verbal and communication skills required.

Pay:

$20-22/hr
Benefit Offerings: Benefit offerings include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and 401K plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs.Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria.
Applicants must be based in the United States and be authorized to work for any employer in the U.S. Visa sponsorship and C2C contracts are not available for this position.
**Please no C2C applicants**

Pay Details:

$20.00 to $22.00 per hour

Search managed by:

Scott McKeen

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records subject to federal contractor requirements and/or security clearance requirements.

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