POSITION: IT HELPDESK

LOCATION: Huntington Beach, CA

EXPERIENCE: Minimum of 2 years of experience in a technical support role is preferred; ITIL, MCP, A+, and Network+ certifications are a plus

EDUCATION: Associate degree or equivalent business/industry training and experience required; Computer Science degree is a plus

TYPE: Full-time; Contract

SCHEDULE: To be discussed; Must be willing to work holidays, weekends and evenings as required to cover the span of hours that our restaurants are operating

PAY: $21/hour

HB STAFFING is seeking an IT HELPDESKER to join a growing and dynamic team ASAP!

JOB DESCRIPTION:

• Quickly analyze a situation and provide/coordinate either a temporary or permanent countermeasure
• Utilize diagnostic utilities to aid in troubleshooting
• Identify and learn appropriate software and hardware used and supported by the organization
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Perform hands-on repairs, including installing and upgrading software, installing hardware, and configuring systems and applications
• Perform hands-off repairs (via telephone and without dial-in tools), including installing and upgrading software, installing hardware, and configuring systems and applications
• Perform user account administration in various systems
• Image and configure new user workstations and laptops
• Field incoming help requests from restaurants and field team members via help desk tracking tools, telephone and e-mail in a professional manner
• Ensure appropriate attention and escalation of customer problems by documenting the impact to the customer and assigning an appropriate priority and resolution target
• Create and update knowledge base articles
• Record, track, and document the problem-solving process for each request. Include all successful and unsuccessful decisions made. Document what actions were taken through to the final resolution
• Perform post-resolution follow-ups to requests for assistance
• Prioritize and escalate issues (when required) to the appropriate experienced team members, management and/or vendor
• Maintain communication with the escalation groups, regarding issues and their tracking/resolution
• Coordinate warranty repair with approved vendors/partners. Test repairs to ensure problem has been adequately resolved
• Update daily status reports and shift handover reports
• Establish and maintain a helpful positive rapport, efficient working relationship with all levels of management, restaurant teams, and fellow team members

POSITION REQUIREMENTS:

• Working Knowledge of basic computer hardware, including desktop PCs, networking equipment, wireless access points, printers
• Knowledge of restaurant POS systems preferred
• Exceptional written and oral communication skills
• Exceptional interpersonal and customer service skills, with a focus on rapport-building, listening capabilities
• Strong documentation skills
• Ability to conduct research into a wide range of technology issues, as required
• Detail oriented with proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks with an appropriate sense of urgency, in a high-performance environment
• Experience with desktop and server operating systems including Windows 7/Windows 10 OS
• Knowledge of network basics
• Experience working in a team-oriented, collaborative environment -- Ability to present ideas in a team environment
• Highly motivated and self-directed
• Strong analytical skills are required in order to diagnose, troubleshoot, and resolve issues

HB STAFFING does not just connect you with a job; we offer a Professional Mentoring & Education Program to help you be great at your job, love it, and grow.

HB STAFFING is part of Array Corporation, the leading technology-enabled enterprise staffing organization whose mission is to help YOU TAKE CHARGE OF YOUR CAREER.

We are proud to be an Equal Employment Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

#hbs #pando