Alcala Consulting Inc ยท 5 months ago
Level 1 Technology Support Specialist
Pasadena, CA
Full-time
Onsite
Entry Level
$37K/yr - $52K/yr
1+ years expAlcala Consulting Inc is seeking a Level 1 Technology Support Specialist to maintain the computer desktop environment and provide support to clients across various industries. The role involves troubleshooting, installation, and maintenance of hardware and software solutions while ensuring exceptional customer service and support for end-users.
Cloud Data ServicesConsultingInformation TechnologyLegalSoftwareTelecommunications
Responsibilities
Provide helpdesk support and resolve problems to the end user's satisfaction
Monitor and respond quickly and effectively to requests received through phone calls or email to ticketing system
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Modify configurations, utilities, software default settings, etc. for the local workstation
Utilize and maintain the helpdesk tracking software
Document internal procedures
Assist with onboarding of new users
Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
Install, test, and configure new workstations, peripheral equipment, and software
Maintain inventory of all equipment, software, and software licenses
Manage PC setup and deployment for new employees using standard hardware, images, and software
Assign users and computers to proper groups in Active Directory
Perform timely workstation hardware and software upgrades as required
Travel to client offices when needed
Answer client calls and create detailed tickets
Escalate tickets to the appropriate technician when needed
Remote/ On-site troubleshooting of level 1 issues such as desktop hardware failures
Will be responsible for taking calls on an On-Call rotation
Punctuality is required
Qualification
Required
Honest, self-motivated, professional, team player and the ability to work with minimal supervision
Travel to client offices when needed
Exceptional customer service skills, organizational skills with a proven ability to manage multiple priorities
Ability to learn new technology quickly
Must be able to diagnose problems quickly and correctly with computer systems and introduce a resolution
Provides installation, support, and maintenance of workstation, scanner, fax, printers, mobile devices, etc
Answer client calls and create detailed tickets
Escalate tickets to the appropriate technician when needed
Remote/ On-site troubleshooting of level 1 issues such as desktop hardware failures
Will be responsible for taking calls on an On-Call rotation
Punctuality is required
Provide helpdesk support and resolve problems to the end user's satisfaction
Monitor and respond quickly and effectively to requests received through phone calls or email to ticketing system
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Modify configurations, utilities, software default settings, etc. for the local workstation
Utilize and maintain the helpdesk tracking software
Document internal procedures
Assist with onboarding of new users
Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
Install, test, and configure new workstations, peripheral equipment, and software
Maintain inventory of all equipment, software, and software licenses
Manage PC setup and deployment for new employees using standard hardware, images, and software
Assign users and computers to proper groups in Active Directory
Perform timely workstation hardware and software upgrades as required
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
Ability to deal with problems involving several concrete variables in standardized situations
Knowledge of Microsoft Office software; including Word, Excel, Email and Scheduling software
The employee must occasionally lift and/or move up to 60 pounds
Employee is required to maintain a valid driver's license with reliable transportation
Associate degree in IT, Computer Science or related field
1-3 years of relevant technical experience
Types at least 40 wpm
Proficient MS Office Experience
Preferred
Customer Service: 1 year
Windows: 1 year
Customer Service: 1 year
A+ Certification
Network+
Microsoft Certified Professional
MCSA
MCITP
Company
Alcala Consulting Inc
Providing Collection Agencies, Architecture & Engineering, Manufacturing, CPAs, and Non-Profit Companies With Professional IT Consulting, IT Support, and Cybersecurity since 1997.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Marco Alcala
CEO
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