Senior IT Support Technician

Intratek Computer Inc. is seeking a Senior IT Support Technician to help keep daily operations running smoothly from our Anaheim, CA onsite location. This role blends hands-on help desk support with leadership over day-to-day Senior IT Support Technician operations under general supervision, with a focus on improving service quality through analysis, procedure updates, and user follow-up.

What you’ll be doing

• Lead daily operations and oversee the activities of the Senior IT Support Technician function
• Improve client service by reviewing workflows, analyzing trouble call trends, and identifying service opportunities
• Troubleshoot user issues by determining the nature and severity of problems, attempting resolution over the phone, and answering questions related to agency standard hardware, software, IS procedures, system status, and downtime
• Conduct follow-up sessions to support timely resolution of issues reported to the Help Desk
• Serve as an intermediary between users and IS technical staff to close open items and help ensure user satisfaction
• Recommend improvements to process and procedure, including drafting technical and operational procedures for the Help Desk
• Review procedures on a predetermined cycle to confirm correctness and support continuous process improvements
• Maintain daily process control of the IS Help Desk while identifying and implementing improvement opportunities
• Perform trend analysis and root cause analysis using Help Desk tools and input from IS staff
• Lead root cause meetings when needed to drive corrective and preventative action for problems encountered by the Help Desk or IS staff

What you bring

• 5+ years of relevant experience
• Database concepts used with the current call tracking system and inventory system
• Strong technical computer terminology and practical PC support knowledge (hardware and software)
• Familiarity with MS Office Suite, MS Project, MS Visio, Teams, OneNote, and To Do
• Ability to diffuse difficult customer situations using strong interpersonal and communication skills
• Advanced computer, analytical, and communication skills to resolve more difficult problems
• High school diploma with technical coursework

Schedule and benefits

• 9/80 Flex Schedule
• Paid medical benefits
• Paid vacation
• Paid holidays
• 401K

Equal Opportunity Employer: Intratek Computer Inc. is an equal opportunity employer.

Veterans Preference: Special preference will be given returning war veterans when hiring new employees in an attempt to recognize their service, sacrifice, and skills.