JAMES PERSE Looking for HELP DESK ANALYST at Downey / Marina Del Rey, California Full Time

SUMMARY:

This role is responsible for providing technical assistance and support to users with IT related issues.

DUTIES:

Essential Duties and Responsibilities include the following (other duties may be assigned):

• Provide first-tier computer and software support to users on-site and via telephone with a positive, friendly attitude while providing outstanding customer service.
• Provide timely response and follow-up to all support calls.
• Record daily updates and tracking information.
• Perform PC setup and maintenance, including operating system and software installation.
• Perform network connection troubleshooting to isolate and resolve problems.
• Perform maintenance and administration of PC based applications including anti-virus software, and other department-specific applications.
• Catalog and maintain PC and laptop hardware, software and warranty inventory.
• Document and update all IT support processes on a continual basis.
• Provide weekly status report on open and resolved issues.
• Maintain confidentiality with regard to the information being processed, accessed, or stored.
• Handles moves/adds/changes of endpoints, networking equipment, and associated cabling.
• Drive vehicle/travel to other offices/locations to pick up, deliver, and store computer equipment as needed or assigned.
• Perform any other duties related to Information Technology as assigned.

QUALIFICATIONS:

• A minimum of two years of experience working in an IT or call center department (or a combination of both).
• Strong understanding of PCs and peripherals in a networked environment.
• MS Windows 10 and Mac OSX support experience.
• LAN support experience, including Ethernet, TCP/IP, DHCP, and DNS.
• Strong working knowledge of MS Office Suites 2010, 2016 and 365.
• Experience using and supporting iPad and iPhone devices in corporate environments.
• Remote access support experience.
• Excellent interpersonal skills, including verbal and written communication, superb listening and follow-up abilities.
• Exceptional organizational skills.

Preferred candidates would also meet the following criteria:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION &/or EXPERIENCE:                       

• A Bachelors Degree in Information Systems, Business Administration, or technical school certificate/diploma, or equivalent experience.
• CompTIA A+ or MCP certification preferred, but not required.

Job conditions: Job may require hours that may exceed 8 hours per day and/or 40 hours per week to complete priority projects. Job pressure exists in the balancing of a variety of projects and numerous simultaneous deadlines. 

LANGUAGE SKILLS:

• Ability to read, write and speak English including speaking to groups of varying sizes.

MATHEMATICAL SKILLS:

• Ability to work with mathematical concepts such as probability and statistical inference

REASONING ABILITY:

• Job is frequently varied and often includes new or unique work assignments involving a moderate to high degree of complexity.  Variety is seen working with styles requiring different fabrics and processes.  Complexity is found in optimizing a number of factors involved with production planning and multiple conflicting priorities.

COMPUTER SKILLS:

• Must be proficient in MS Office products including: Word, Excel, Outlook, Power Point.
• Experience with Teamwork POS or Shopify POS preferred, but not required.
• Knowledge of Full Circle ERP desired, but not required.

PHYSICAL DEMANDS:

• 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 frequently required to walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear.  The employee is occasionally required to stand; sit; reach with hands and arms.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  This job may require hours that may exceed 8 hours per day and/or 40 hours per week to complete priority projects. Job pressure exists in the balancing of a variety of projects and numerous simultaneous deadlines.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate.