Sr. HelpDesk specialist

The Sr. HelpDesk specialist position supports IS Help Desk operations in Orange, CA under general supervision. This role leads day-to-day Help Desk activity and provides advanced troubleshooting, workflow analysis, and continuous improvement efforts.

Key Responsibilities

• Lead the daily operations and activities of the IS Help Desk.
• Improve client service through workflow analysis, trouble call trending, and identification of service opportunities.
• Assist users with troubleshooting by determining the nature and severity of issues and attempting resolution over the phone.
• Respond to user questions and incidents related to agency standard hardware, software, IS procedures, system status, and downtime.
• Conduct follow-up sessions with users to support timely resolution of reported Help Desk issues.
• Act as an intermediary between users and IS technical staff to close open items and help ensure user satisfaction.
• Recommend process and procedure development, including improvements for Help Desk operations.
• Review Help Desk procedures on a predetermined cycle to confirm correctness and support ongoing process improvements.
• Maintain daily process control for the IS Help Desk while identifying and implementing continuous improvement opportunities.
• Perform trend analysis and root cause analysis using Help Desk tools and input from IS staff.
• Facilitate root cause meetings as needed to drive corrective and preventative actions for issues encountered by the Help Desk or IS staff.
• Write technical and operational procedures for the Help Desk.

Required Qualifications

• Ability to diffuse tense or difficult customer service situations using appropriate interpersonal and communication skills.
• Advanced computer, analytical, and personal communication skills to resolve more difficult problems.
• Skill in writing technical and operational Help Desk procedures.
• Knowledge of database concepts used with the current call tracking system and inventory system.
• Technical computer terminology knowledge.
• PC hardware and software understanding, including (but not limited to) MS Office Suite, MS Project, MS Visio, Teams, OneNote, and To Do.

Tools and Technologies

• MS Office Suite
• MS Project
• MS Visio
• Teams
• OneNote
• To Do

Education and Experience

• Minimum 5 years of experience.
• High school diploma with technical coursework (or equivalent).

Work Location and Schedule

• Orange, CA (onsite)
• 9/80 Flex Schedule

Benefits

• Paid medical benefits
• Paid vacation
• Paid holidays
• 401K

Veterans Preference

Special preference will be given to returning war veterans when hiring new employees to recognize service, sacrifice, and skills.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition.