Seeking to hire a Helpdesk Specialist Level 3 specialist to support our IT department in Burbank. 

Responsibilities

• This position will support the rollout and new software implementations as well as on-going daily support calls for business applications.

• The resolution includes walking the end-user through documented protocols as well as actual data/system setting manipulation using remote desktop tools,

• Must be able to liaison computer support (PC, Network, and Application) between end-users and various IT Groups

• Diagnose and resolve technical hardware and software issues.

• Will troubleshoot hardware problems for the purpose of correct diagnosis and in some cases hardware repairs.

• Log all help desk interactions in the ticketing system, track all issues and resolutions, and provide detailed documentation regarding issue cause and resolution.

• Identify and escalate situations requiring urgent attention. Escalation to Help Desk Team and Infrastructure Managers during service disruptions.

• Configure new hardware or repair existing hardware for end-users as required.

• Knowledge of Windows-based PC hardware and OS support.

• Experience & proficiency entering data into call tracking software and can clearly and precisely document problems according to department procedures for statistical gathering.