This role is part of the onsite IT support team working on resolving support incidents assigned to the onsite support queue, projects assigned to the onsite IT support team, creating and maintaining documentation related to this role and other related tasks, as required. Individuals should have experience with desktop support activities and IT infrastructure. Support will focus on tasks that are resolvable remotely. The candidate will report to “IT Manager” – sub-GU or “Onsite Support Coordinator.”

Key responsibilities

• Provide second-line investigation and diagnosis
• Resolve and close incidents and service requests as per help desk procedures and allocated timelines
• Escalate unresolved incidents and service requests within agreed timescales
• Log incident and service request details per help desk procedures
• Communicate with customer regarding incident progress
• Ensure tickets are always updated until issues are resolved
• Conduct customer satisfaction callbacks and surveys
• Complete GET IT training for On-Site Support Analysts
• Comply with Quality, Health, Safety and Environment policies and IT policies
• Liaise with customers, other IT support groups and third-party providers when necessary
• Perform staging of PCs (Requires use of SRSS and/or AutoPilot)
• Maintain Global Asset Management database with updates related to the assigned hardware
• Perform hardware and software maintenance and support
• Participate in IT team events, follow up on objectives, and key performance objectives
• Troubleshoot and resolve PC incidents and VIP requests
• Liaise with third-party suppliers for hardware repair
• Liaise with SISC on IT security issues and virus elimination
• Liaise with Server Team when server maintenance is required
• Participate in GeoMarket projects to accomplish common objectives
• Participate as a key person in IT Domain structure
• Supervise suppliers to perform maintenance, IMAC of IT equipment

Technology

• Windows operating system(s)
• Microsoft Office 365, including SharePoint, Power BI
• Remedy and ESM ITSM

Good to Have Skills

• Experienced in remote troubleshooting without guided scripts to follow
• Excellent communication skills, verbal and written
• Proven performance results with tight deadlines

Business

• Collaborates with IT Management to ensure support methods are documented and up to date
• Collaborates with IT support team members from various disciplines to identify and resolve incidents efficiently
• Engage with internal customers to provide efficient support and ensure business continuity

Qualifications and Requirements

Essential qualifications

• Bachelor’s degree preferred.
• 2 to 3 years' experience in desktop support or related IT field
• Effective verbal and written communication skills
• Ability to identify and resolve issues independently

\Other skills and abilities

• Networking knowledge and/or experience
• Microsoft Power Platform a plus

Job Type: Full-time

Pay: From $1.00 per year

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Rancho Cucamonga, CA 91701: Reliably commute or planning to relocate before starting work (Required)

Experience:

• desktop support or related IT field: 2 years (Preferred)

Work Location: In person

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