Help Desk Applications Support

Location: Brea, CA

Department: Information Technology

Type: Full Time

Min. Experience: Mid Level

POSITION PURPOSE

The Help Desk Applications Support will be a single point of contact for end users to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and software to ensure optimal workstation performance. This person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required. This role will interface with both Spanish speaking and English speaking individuals, so the ability to speak and comprehend Spanish is essential.

ESSENTIAL FUNCTIONS

  • Field incoming help requests from end users via HelpDesk software, telephone and e-mail in a courteous manner.
  • Where required, administer and resolve issues with associated end-user workstation software products.
  • Provide end users with exceptional internal customer service support in hardware, software, VOIP telephone, copiers, etc.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
  • Configure and troubleshoot cellular devices.
  • Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
  • Perform post-resolution follow-ups to help requests.
  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and monitoring desktop operations.
  • Maintain inventory list of all end-user workstations.
  • If necessary, liaise with third-party support and PC equipment vendors.
  • Administer and maintain end user accounts, permissions, and access rights.
  • Create new users and modify existing user administration

EDUCATION

  • Bachelor’s degree in Information Systems, Computer Science, or related field is desired.
  • Work experience may be substituted for education.

KNOWLEDGE, SKILLS & EXPERIENCE

  • The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job.
  • Excellent technical knowledge of PC and desktop hardware.
  • Hands-on hardware troubleshooting experience.
  • Proficiency in speaking and comprehending Spanish as well as English.
  • Ability to operate tools, components, and peripheral accessories.
  • Able to read and understand technical manuals, procedural documentation, and OEM guides.
  • Ability to conduct research into a wide range of computing issues as required.

COMPETENCIES

  • Excellent analytical and technical problem-solving skills
  • Effective communication skills
  • Ability to communicate ideas in both technical and user-friendly language
  • Excellent listening and interpersonal skills
  • Logical and efficient
  • Detail oriented
  • Highly self-motivated and directed
  • Stress management
  • Customer service oriented
  • Team player

PHYSICAL REQUIREMENTS

  • Sitting for extended periods of time.
  • Ability to bend, kneel, and crawl under workstations.
  • Ability to lift, push, and pull up to 25 lbs.
  • Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components.
  • Extended visual use of a computer screen.
  • Regular travel to jobsites and other office locations.

Relocation assistance will be provided to candidates outside of the local area on a case-by-case basis.

Visit us at: www.griffithcompany.net

We are an equal opportunity employer and employee-owned company

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