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IT Help Desk

YK Solutions, LLC

IT Help Desk

Los Angeles, CA
Full Time
Paid
  • Responsibilities

    Job Description

    The Help desk technician provides fast and useful technical assistance on computer systems. Answers queries on basic technical issues and offers advice to solve them.

    An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with potentially difficult customers.

    The goal is to create value for clients that will help preserve the company’s reputation and business.

    This is a remote, permanent, direct hire, & full-time position with the exception of going on-site to clients in Los Angeles only when needed.

    REQUIREMENTS:

    • Proven experience as a help desk technician or other customer support role
    • CompTIA A+
    • Technical competency with working knowledge of office automation products, customer systems, and other systems as needed
    • Good understanding of computer systems, mobile devices and other tech products
    • Ability to diagnose and resolve basic technical issues, and master new concepts quickly and apply them to troubleshooting scenarios
    • Excellent communication skills; verbal and written
    • Great customer service skills and patience
    • BS/BA in IT, Computer Science or relevant field, or equivalent experience

     

    RESPONSIBILITIES:

    • Serve as the first point of contact for customers seeking technical assistance over the phone or email, follow-up and update customer status and information
    • Identify and suggest possible improvements on procedures, and perform remote troubleshooting through diagnostic techniques and pertinent questions
    • Determine the best solution based on the issue and details provided by customers, and provide accurate information on IT products or services
    • Walk the customer through the problem-solving process
    • Direct unresolved issues to the next level of support personnel
    • Record events and problems and their resolution in appropriate systems and logs, and pass on any feedback or suggestions by customers to the appropriate internal team(s)