Help Desk Technician - Laguna Niguel, CA
Company: Epsilon Inc.
Location: Laguna Niguel
Posted on: March 18, 2023
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Job Description:
Help Desk Technician
Required Clearance: -Must be able to pass federal background
investigation and obtain a Public Trust
Location: -Laguna Niguel, CA
Position Summary: -The Help Desk Technicians shall be responsible
for installing/configuring Windows 10 operating system and other
standard business applications on laptops and desktops for new
end-users. The technicians will also provide support for the
deskside incident management process and routine installation of IT
computer and telephone equipment.
Position Responsibilities:
Provide support for resolving customer problems with their deskside
IT equipment, including laptops, desktops, telephones, printers,
and scanners.
Provide support for break/fix and routine replacement of equipment,
maintain electronic inventory, surplus inventory, and ensure
replacement equipment performs as required.
Distribute peripheral IT equipment supplies (i.e., network printer
toner, etc.)
Support the maintenance of local area network (LAN) and wide area
network (WAN) components.
Incident Management Support:
Receipt of trouble tickets through the KISAM system.
Execution of problem determination and resolution.
Provide timely updates in the KISAM system that is informative of
the work performed on the assigned ticket.
Perform loading of above-baseline software and perform quality
control steps to ensure the systems have the required configuration
and software.
Perform peripheral repairs and maintenance.
Provide informal customer instruction and confirm customer
satisfaction.
Correction of discrepancies identified, and root cause analysis to
prevent future discrepancies.
Relocation of computer equipment.
Deployment Support:
Provide on-site support for delivery of new systems, and
supplemental support as needed for remote delivery, and provide
prompt and professional resolution of end-user incidents and
problems.
Responsible for laptop and desktop computer refreshes and
furnishing end users with new equipment on routine schedule.
Receipt/asset control of systems for deployment.
Execution of pre-capture checklist required to assure success of
the Altiris.
Deployment Solution capture activity.
Perform loading of above-baseline software and perform quality
control steps to ensure the systems have the required configuration
and software.
Set up replacement workstation at user location.
Test and confirm customer satisfaction.
Correction of discrepancies identified, and root cause analysis to
prevent future discrepancies.
Provide timely updates in the KISAM system that is informative of
the work performed on the assigned ticket.
Remove and execute asset control procedures to excess the refreshed
target system.
Essential Skills, Experience, and Certifications:
As a requirement of this position, all candidates must be either a
U.S. Citizen or have official legal status in the United States. In
accordance with -, Epsilon will not consider candidates for this
position who do not meet the aforementioned conditions
Proven experience as a Help desk technician or relevant
position
Experience with installation/configuration of Windows 10 devices is
beneficial
Experience imaging laptops or desktops is desired
Outstanding diagnostic, problem-solving and analytical skills
Good communication skills
Experience working with Ticketing Systems ideal
Hands-on experience with common software and hardware
Excellent Customer Service skills
Exceptional oral and written communication
Excellent Time Management skills
Proactively develops and maintains strong knowledge of information
systems and their related components, and makes recommendations -to
improve the reliability, scalability, performance, or security of
these systems as appropriate. Leverages technology to automate
manual tasks and seeks to improve efficiency wherever practicable
and appropriate. Makes recommendations for process
improvements.
Receives goals and overall objectives from Management and assists
in establishing and implementing the methods to attain them.
Physical and Mental Job Requirements:
Listed below are the physical or mental requirements necessary in
the job's performance. Reasonable accommodation may be made to
enable individuals with disabilities to perform essential job
functions.
Prolonged periods of computer desk work.
Dexterity of hands and fingers to operate a computer keyboard, and
other computer components.
Speaking and hearing sufficient to converse and understand
conversations, both in-person, telephone and virtual meetings.
The cognitive skills needed to complete tasks, including abilities
such as learning, remembering, focusing, categorizing, and
integrating information for decision making, problem-solving, and
comprehending.
Ability to learn new tasks, remember processes, maintain focus,
complete tasks independently, make timely decisions in the context
of a workflow, and the ability to communicate with managers and
co-workers.
Mental aptitude to respond appropriately in high pressure
situations or deadline driven environments.
Maintain a professional emotional response when working with
others.
Epsilon Benefits:
Medical, Dental, Vision Plan
AD&D and Life Insurance
Paid Federal Holidays
Paid Time Off
401(k) Retirement Plan
Education reimbursement
Referral Bonuses
Epsilon is committed to creating a diverse environment and is proud
to be an equal opportunity employer. All qualified applications
will receive consideration for employment without regard to race,
color, religion, gender, gender identity or expression, sexual
orientation, national origin, genetics, disability, age, or veteran
status. EEO/AA: Minorities/Females/Disabled/Vets.
Please click -to review your rights under EEO policy.
If you are an individual with a disability and need special
assistance or reasonable accommodation in applying for employment
with Epsilon, Inc., please contact our Recruiting department by
phone 828-398-5414 or by email -. -
Keywords: Epsilon Inc., Laguna Niguel , Help Desk Technician - Laguna Niguel, CA, Professions , Laguna Niguel, California
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