IT Field Tech / Level 2 Help Desk (supporting LA & Riverside clients)
Inland Premier IT Solutions Inland Premier IT Solutions Riverside, CA Riverside, CA Full-time Full-time $22 - $25 an hour $22 - $25 an hour Job Overview We are looking for a self-starter Field Service Technician / Level 2 Help Desk to deliver the desired customer service experience.
The goal is to drive service success that improves customer satisfaction, maximizes customer retention and increases profitability.
There will also be help desk duties, where you will answer queries on technical issues and offer advice to solve them.
This individual will find fixes, workarounds and final solutions by troubleshooting issues while providing exemplary customer service.
Must be technically capable and a self-starter with strong organizational and customer service skills.
Traveling to client sites is expected, company vehicle and required tools will be provided.
Responsibilities and Duties Provide service and customer support during field visits or dispatches.
Tie workflow to schedule.
Manage on-site installation, repair, maintenance and test tasks.
Diagnose errors or technical problems and determine proper solutions or relay back to central help desk for remediation if cannot correct immediately.
Produce timely and detailed service reports, documenting processes.
Operate vehicles in a safe manner and use field automation systems.
Follow all company's field procedures and protocols.
Cooperate with technical team and share information across the organization.
Comprehend customer requirements and make appropriate briefings.
Build positive relationships with customers.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customers.
Walk the customer through the problem-solving process.
Direct unresolved issues to the next level of support personnel.
Provide accurate information on IT products or services provided by Inland Premier.
Record events and problems and their resolution in ticketing system.
Follow-up and update customer status and information.
Pass on any feedback or suggestions from customers to the appropriate internal team.
Identify and suggest possible improvements to procedures for internal team.
Install and configure hardware and software Record, track, and document the help desk request problem solving process including actions taken through to the final resolution Repair and replace equipment as needed Provide onsite and remote support to end users Set up new workstations for users (deploying equipment, checking over account setups).
Heavy use of Windows and Mac OS devices Ability to work in Active Directory Test new technology Resolve Tier 2 support tickets Desired Attributes and Experience Customer Facing experience or other customer support role.
Ability to troubleshoot, test, repair and service technical equipment.
English literacy both spoken and written.
Familiarity with hand tools and mobile applications.
Tech savvy with working knowledge of office automation products, databases and remote control.
Good understanding of computer systems, mobile devices and other tech products.
Documentation skills.
Strong organizational and time management skills Excellent verbal and written communication skills Strong interpersonal skills Reliable Solid understanding of computers, networks and software Experience using MS Office applications:
Word, Excel, Outlook High attention to detail Previous experience with Freshdesk or other ticketing system Ability and willingness to work overtime when needed Ability and willingness to work in a high-pressure environment Ability and willingness to work in a collaborative team environment Ability and willingness to quickly learn new technology and software Ability to lift 50 lbs Current valid driver's license.
Must pass background check, which includes driving record.
Minimal Education/Certification Requirements Technical degree or certification Plus, two years of technical support experience.
Job Type:
Full-time Pay:
$22.
00 - $25.
00 per hour Expected hours:
40 per week
Benefits:
Dental insurance Health insurance Paid time off Vision insurance Experience level:
2 years Schedule:
8 hour shift Monday to Friday Weekends as needed Ability to commute/relocate:
Riverside, CA 92507:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Help desk:
2 years (Required) Windows:
2 years (Required) Work Location:
Hybrid remote in Riverside, CA 92507.
Estimated Salary: $20 to $28 per hour based on qualifications.
The goal is to drive service success that improves customer satisfaction, maximizes customer retention and increases profitability.
There will also be help desk duties, where you will answer queries on technical issues and offer advice to solve them.
This individual will find fixes, workarounds and final solutions by troubleshooting issues while providing exemplary customer service.
Must be technically capable and a self-starter with strong organizational and customer service skills.
Traveling to client sites is expected, company vehicle and required tools will be provided.
Responsibilities and Duties Provide service and customer support during field visits or dispatches.
Tie workflow to schedule.
Manage on-site installation, repair, maintenance and test tasks.
Diagnose errors or technical problems and determine proper solutions or relay back to central help desk for remediation if cannot correct immediately.
Produce timely and detailed service reports, documenting processes.
Operate vehicles in a safe manner and use field automation systems.
Follow all company's field procedures and protocols.
Cooperate with technical team and share information across the organization.
Comprehend customer requirements and make appropriate briefings.
Build positive relationships with customers.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customers.
Walk the customer through the problem-solving process.
Direct unresolved issues to the next level of support personnel.
Provide accurate information on IT products or services provided by Inland Premier.
Record events and problems and their resolution in ticketing system.
Follow-up and update customer status and information.
Pass on any feedback or suggestions from customers to the appropriate internal team.
Identify and suggest possible improvements to procedures for internal team.
Install and configure hardware and software Record, track, and document the help desk request problem solving process including actions taken through to the final resolution Repair and replace equipment as needed Provide onsite and remote support to end users Set up new workstations for users (deploying equipment, checking over account setups).
Heavy use of Windows and Mac OS devices Ability to work in Active Directory Test new technology Resolve Tier 2 support tickets Desired Attributes and Experience Customer Facing experience or other customer support role.
Ability to troubleshoot, test, repair and service technical equipment.
English literacy both spoken and written.
Familiarity with hand tools and mobile applications.
Tech savvy with working knowledge of office automation products, databases and remote control.
Good understanding of computer systems, mobile devices and other tech products.
Documentation skills.
Strong organizational and time management skills Excellent verbal and written communication skills Strong interpersonal skills Reliable Solid understanding of computers, networks and software Experience using MS Office applications:
Word, Excel, Outlook High attention to detail Previous experience with Freshdesk or other ticketing system Ability and willingness to work overtime when needed Ability and willingness to work in a high-pressure environment Ability and willingness to work in a collaborative team environment Ability and willingness to quickly learn new technology and software Ability to lift 50 lbs Current valid driver's license.
Must pass background check, which includes driving record.
Minimal Education/Certification Requirements Technical degree or certification Plus, two years of technical support experience.
Job Type:
Full-time Pay:
$22.
00 - $25.
00 per hour Expected hours:
40 per week
Benefits:
Dental insurance Health insurance Paid time off Vision insurance Experience level:
2 years Schedule:
8 hour shift Monday to Friday Weekends as needed Ability to commute/relocate:
Riverside, CA 92507:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Help desk:
2 years (Required) Windows:
2 years (Required) Work Location:
Hybrid remote in Riverside, CA 92507.
Estimated Salary: $20 to $28 per hour based on qualifications.
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