Job Description :
Position: Helpdesk Support

Location: Culver City, CA

Duration: 6+ Months

Interview mode: Phone then Skype

Visa: No H1B

Need Local

Helpdesk Support (85% mac and 15% PC

These candidates need to have a full understanding that this position is 100% phone support. No field technicians, no hands-on to hardware.

Primary Responsibilities


                      Provide Mac (85%), Windows(15%), Smartphones, iPads and iPhones support

                      Work with Service-Now ticketing system and troubleshoot hardware

                      Perform Tier I troubleshooting computer issues received at Help Desk via telephone, email, or voice mail)

                      Manage the Service-Now ticket queue and route tickets accordingly

                      Directly resolve or appropriately escalate user reported problems/issues (email issues, application requests and perform break/fix or remote installations as needed

                      Take control of customer''s systems remotely to analyze and correct issues

                      Ensure prompt, courteous, satisfactory resolution of issues

                      Identify problem trends and provide recommended solutions or escalate accordingly

                      Assist remote users with access problems including performing password administration

                      Helpdesk support hours are between 8:00am to 7:00pm M-F. May be required to work a variety of shifts and holidays as scheduled, generally 8 hours. The work schedule may be subject to change as needed to support operations.


Technical Skills

                      5-7 years'' experience with Mac / Windows desktops, laptops, Smartphones, iPads and iPhones support experience

                      Strong technical skills, ability to troubleshoot software, hardware and network connectivity issues

                      Experience with installation, upgrade, and maintenance of software, hardware, and peripherals

                      Experience working with ticketing systems

                      Familiarity with Microsoft Office, Adobe suite of products

                      Interpersonal Skills

                      Attention to detail

                      Good problem solving, diagnosis and troubleshooting skills

                      Strong customer service skills including follow-up, verbal and written communication

                      Motivated team-oriented individual with a positive attitude

                      Ability to communicate technical issues in non-technical terms

                      Ability to prioritize and address multiple tasks in a dynamic work environment