Support Jobs in Orange County, CA

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2d ago

Help Desk Analyst

Jackson Lewis Orange County, CA

Orange County, CA

2d ago

Full time Application Support Computer Skills Customer Service

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Job Description

Jackson Lewis is seeking a detail-oriented Help Desk Analyst to deliver end-user desktop and telecommunications hardware and software support onsite in Orange County, CA.

Responsibilities

Provide exceptional customer service.
Maintain phone support availability at 85% or higher while assisting users by phone.
Deliver high level application, desktop, and telecom software and hardware support with the aim of immediate issue resolution for end users.
Document end-user issues and requests using the IT Service Desk service management tool.
Offer end-user hardware, software, and telecommunications desk-side system support.
Collaborate with the entire support staff to complete Service Desk related projects.
Align with team standards in relation to current Service Level Objectives.
Identify and resolve IT Infrastructure and desktop issues.
Provide reports, information, and documentation as directed by management.
Own all assigned issues/requests until closure with end-user agreement.
Assist with desktop system and voice related moves, adds, changes, and upgrades.
Compile, document, and distribute new troubleshooting techniques for the team when beneficial.
Participate in department initiatives and represent the department as a member of the technical staff; stay current on Desktop and Telecommunications technologies via seminars and required training.
Image computers as needed and directed by IT.
Identify recurring issues and present potential solutions to management; contribute ideas to improve Service Desk processes.
Perform additional tasks as directed by management.

Requirements

At least 2 years of Service Desk experience.
Strong knowledge of Microsoft Windows operating systems.
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and Exchange.
PC hardware proficiency (Intel/Mac/HP).
MacOS experience is a plus.
Foundational understanding of Incident Management and IT ticket systems; ServiceNow experience is a plus.
Excellent customer service skills, including verbal and written communication; strong telephone, interpersonal, analytical, and organizational abilities.
Team player with creativity, flexibility, and enthusiasm.
Ability to work independently on special assignments.
Law firm experience is a plus.

Technologies

Windows
macOS
Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Exchange)
PC hardware (Intel/Mac/HP)
ServiceNow

Education

Associates Degree or equivalent work experience (2 to 4 years) required.

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