Help Desk Analyst

Location: Santa Ana, CA

Skills: Help Desk, Desktop Support, Windows, Mac, Hardware, Peripherals, Mobile

Job Description
Why you want to work here:
  • Do you want a challenging and dynamic opportunity in a fast-growing high technology company?
  • You may not know about all the products this company sells but, their products and technologies are touched by over 250 million people every week.
  • Innovative, smart, and team-focused work environment.
  • The company's broad portfolio of patented technologies/databases has been adopted by many Fortune 500 companies worldwide.
What You Will Do
  • Implement SLAs and proactively prioritize incidents, service requests, and call queues to ensure equitable and efficient team workloads and supports business goals.
  • Provide feedback to ensure service levels are attained and improved to assure that aged tickets, hold times, and call abandonment is minimized.
  • Ensure endpoint platforms and tools are at current versions, patched regularly to maintain support/reduce risk, and SW license compliant.
  • Participate in product or tool evaluation and recommendation of new end user hardware or software products or services as assigned.
  • Contribute to end-user platform standards for continuous tools and process improvements.
  • Develop, implement, maintain, and produce reports for end-user technology platforms, such as endpoint OS and telephony tools and platforms.
  • Design and maintain end-user platforms, tools, systems, testing plans use cases, and conditions.
  • Coordinate rollout of OS upgrades, office/complex moves, including specific duties related to the implementation and monitoring system performance.
  • Assist IT Service Desk Manager with product reviews, quotes, Purchase Orders, Capital Equipment Requests, and review vendor contracts and invoices.
  • Partner with other IT Service Desk peers to develop a world-class IT Service Desk (some travel required to collaborate with IT peers and regional internal customers).
What Gets You the Job?
  • Strong hands-on experience with Windows, Mac OSx, iOS, Android, and MS Collaboration platforms (including MS Exchange, Office, SharePoint, and Lync)
  • 5+ years’ experience working as part of an IT Service Desk teams across multiple locations
  • 5+ years’ experience with managing IT tools including Antivirus platforms, spam/malware remediation, Endpoint imaging and patching using MS SCCM
  • Experience with Service Level Attainment and producing Service Desk and Call metrics
Keywords: Help Desk, Desktop Support, Windows, Mac, Hardware, Peripherals, Mobile

Compensation: $50.00 Per Hour

For immediate consideration please click Apply or email resumes to:

Bradford Smith

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