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Help Desk Analyst Tier II

Location: Torrance
Posted on: June 26, 2022

Job Description:

The Help Desk Analyst Tier II is the primary contact for the support and maintenance of end-user technology equipment, issues, and requests. Successful candidates should be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of computing resources. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC, MAC, printer, mobile, etc. hardware and equipment to ensure optimal performance. This person also troubleshoots problems (in person, by telephone, email or via remote control) in a timely and accurate fashion and provides end-user assistance as required.Essential Responsibilities:

  • Support the 8 x 5 operation of company's desktop environment, including non-routine and unique problems, change, configuration management oversight, and off-hour support when required.
  • Install new software releases and system upgrades for various platforms including Apple IOS devices, Windows 10 computers, and various tablet/mobile device.
  • Manage, document, and track all computer assets.
  • Diagnose problems, document causes, implement corrective actions, and validate that corrective actions were effective.
  • Produce and maintain documentation for use in configuration, repair, and troubleshooting of software and hardware.
  • Use ticketing system to manage end-user technical issues and resolutions.Required Skills and Experience:
    • 3+ years desktop support experience in an enterprise environment that includes working independently with limited daily guidance, or an equivalent combination of education and experience
    • Highly flexible and dedicated to success in a fast-paced, highly dynamic environment
    • Demonstrate excellent organizational and time-management skills
    • Manage multiple projects simultaneously and drive them to completion within a given time line
    • Work well with a team of technical and nontechnical staff
    • Have advanced knowledge of company-supported applications (including Microsoft Windows, Word, Excel, Outlook, Mac) and the ability to learn and support new applications
    • Have excellent customer service skills, and always consider the impact on the customer when making a decision
    • Can easily author training guides and process documentation
    • Have a basic knowledge of network topology and Active Directory
    • Experience with A/V equipment, Macs, PC/laptops, Phones, Printers and Smart Devices providing majority of repairs in-housePhysical Requirements:(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable Accommodations may be made to enable individuals with disabilities to perform the essential functions.)
      • While performing the duties of this job, the employee is regularly required to sit stand, use hands to operate computer keyboard and telephone, talk and hear.
      • This individual must be a responsible person and regular attendance is required.
      • Must be able to speak and write clearly in order to communicate with employees and customers.
      • Manual dexterity is required for occasional reaching and lifting of small objects.
      • Lifting equipment of up to 50 pounds.
        Hours:This is a non-exempt position, located in our Torrance, CA office, from Monday through Friday. Work hours begin and end between 7:30 am and 4:30 pm with one 30-minute break for lunch and two rest breaks. Eight hours per day is required and other occasional overtime may be necessary per business needs.
        WPS IS AN EQUAL OPPORTUNITY EMPLOYER AA M/F/V/D.We proudly hire U.S. Military Veterans, and those qualified are encouraged to apply.Equal Employment Opportunity is The Law. - Pay Transparency Nondiscrimination ProvisionCurrently, WPS is unable to provide visa sponsorship.

Keywords: MANSON WESTERN LLC, Torrance , Help Desk Analyst Tier II, Professions , Torrance, California

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