Support Jobs in Burbank, CA

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25d ago

Helpdesk Support

Turner Warren Hwang & Conrad Accountancy Burbank, CA

Burbank, CA

25d ago

$25 - $30/hr Full time Application Support Computer Skills Customer Support

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Job Description

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

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