Job Summary:
The Information Technology Technician, IT Tech, will support customers directly, handling issues across all technology including workstations, printers, networks, and vendor-specific hardware and software. This role will be the escalation point for a team of four L1 specialists, and will need to have strong understanding in networking, switching and routing, VPNs, and VOIP systems.

Essential Job Functions:

• Support local clients directly, handling issues across all technology including workstations, servers, printers, networks, and vendor-specific hardware and software.

• Respond to requests for technical assistance via phone, chat, or email, and providing regular updates to customer on their support requests.

• Diagnose and resolve technical issues and logging all customer interactions into ticketing system.

• Providing customers with support for corporate owned assets (primarily workstations, laptops, servers), which will include basic help desk support up to advanced troubleshooting.

• Troubleshoot and resolve problems for all networked devices (desktops, laptops, tablets, cell phones, printers, routers, switches, WAN and LAN connectivity).

• Communicate to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.

• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.

• Document internal processes and procedures related to duties and responsibilities.

• Additional duties may be assigned, as required.

Required Competencies:

Education/Experience
• High school diploma or GED equivalent and a minimum of 1 year of relevant information technology experience.
• AA/AS degree in related field and/or undergraduate courses in related fields, preferred.
• Minimum of 3+ Years of experience in Desktop Support.

Knowledge, Skills, and Abilities
• Experience with Active Directory Administration, Exchange On-Premise and Office 365 Administration, understand of VPN's (User provisioning / administration, Understanding of Azure AD Sync and 2FA).
• Understanding of TCP and UDP protocols.
• Monitoring and verifying backup solutions and troubleshooting backup issues.
• Basic understanding of Mac OS, iOS (cell phones)
• Certification (I.e ComTIA, CCNA. Etc) is a plus
• Experience with VOIP troubleshooting is a plus
• Experience with SCCM, MDT or other imaging software a plus
• Knowledge in printer configuration and maintenance
• Knowledge in computer maintenance
• Ability to detect and troubleshoot network problems
• Familiarity with desktop support
• Ability to interpret layout drawings
• Knowledge in safe lifting techniques
• Knowledge in Microsoft Windows operating systems (Windows XP, 7, 10)
• Knowledge in network cable installation

Leadership Skills / Management Skills / Personal Skills
• Ability to self-manage with minimum supervision.
• Good verbal and written communication skills, and customer service availability.
• Good time management.
• Strong problem-solving abilities and attention to detail.

Travel Specificity:
Potential travel between Irvine, California and other locations up to 10%.