Helpdesk Support

On-site in Burbank, California, this Helpdesk Support role offers a competitive hourly rate of $25 to $30 and a comprehensive benefits package designed to support your wellbeing and career growth. You will deliver Level I technical support and customer service to Firm customers, Partners and professionals, helping maintain efficient Help Desk operations and ensuring the consistent application of firm-wide procedures.

Responsibilities

• Provide the assigned Level I technical support for all service requests entering the Help Desk.
• Troubleshoot remotely to identify deployed hardware, software and Enterprise application issues.
• Interview users to gather information about a problem, to correctly identify and categorize the problem.
• Evaluate issues and escalate to a higher level as appropriate.
• Assist with system hardware and software diagnostics.
• Ensure that all documented processes are adhered to and departmental compliance is achieved.
• Report possible trends in a timely fashion to the Systems Administrator.
• Provide a resolution to return service to users as quickly as possible.
• Accurately log problems and update ticket history to document troubleshooting steps and resolution.
• Create technical documentation and FAQs for addition to the knowledge base.
• Develop workarounds and interim solutions for known issues to minimize user disruption.
• Evaluate various alternatives to resolve known issues and recommend best course of action to the Systems Administrator.
• Ensure effective and rapid response to disruptions in service.
• Review and improve the accuracy and content of the Help Desk knowledge base.
• Seek to acquire a high level of knowledge of business line applications, workstation operating systems and other software.
• Other duties as required.

Requirements

• High school diploma/GED required
• Currently pursuing a Bachelor’s degree in Computer Science or related field
• Technical Support or Customer Service Industry experience preferred
• Thorough understanding of computer systems, mobile devices and other tech products
• High level of comfort learning new software tools
• Strong ability to troubleshoot independently
• Ability to review and interpret technical information and translate it for a less-technical audience
• Ability to handle multiple competing priorities and customer needs while maintaining a high level of discipline, flexibility and professionalism
• 1-2 years in a Help Desk position is strongly preferred

Technologies

• Microsoft Windows operating systems
• Microsoft Office Suite
• Adobe Acrobat

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Other Knowledge, Skills & Abilities

• Strong oral and written communication skills
• Excellent interpersonal and customer relationship skills
• Ability to work in a deadline-driven environment while managing multiple complex projects with attention to detail
• Capability to multitask while working independently
• Ability to rely on experience and judgment to plan and accomplish goals
• Ability to work well under pressure while handling unexpected problems professionally
• Capacity to communicate and interact with all levels of employees and management
• Ability to build relationships and consensus among people
• Ability to instruct end users in the use of equipment and software by providing guidance on policies and procedures
• Ability to research and resolve problems, and to maintain knowledge of relevant software solutions and firm policies