Information Technology Desktop Support at The Planet Group

Location : Fountain Valley, CA

Onsite 12 months plus contract

Pay : $30/hr on W2

• Attention to detail and provide technical assistance/support for desktops, laptops, servers, network connectivity, business applications and voice-over-IP telephone systems.
• Resolves Service Desk Tier 1 incidents, or escalates Tier 2 and 3 support incidents to the appropriate resource or team.
• Breaks down reported incidents into smaller parts, and understands how to resolve or escalate to downstream resources for resolution.
• Documents incidents, requests, tasks and other end-user needs accurately, succinctly and within established Service Level Agreements (SLAs).
• Understands, maintains, and follows standard Service Desk operating procedures.
• Since the Service Desk is the end-user's first point of contact standard, all Service Desk staff must have a basic understanding of technical and systems issues as well demonstrated competence using knowledge tools and the Service Desk Information System.

Qualifications:

• 5 years experience with support of PC hardware, Windows OS, and standard desktop applications.
• Proven basic job knowledge of systems through prior work experience or education.
• Proven ability to assess and adjust assistance as necessary based on end-user's technical competence and understanding of reported issue.
• Established ownership and responsibility of a task from start through successful resolution.
• Demonstrated competence in Service Desk related operations, workflows, applications, and IT systems as well as a general understanding of business-related processes and procedures.