Coordinator, IT Helpdesk
Participant Media
Beverly Hills, CAThis was removed by the employer on 7/28/2016 2:30:00 PM PST
Not to worry we have many other jobs on the site;
Browse all jobs
Browse the IS/IT Category
Search for Coordinator, IT Helpdesk jobs in Beverly Hills-CA
Search all Coordinator, IT Helpdesk postings
Full Time Job
Participant Media is seeking a Coordinator to be the face of the IT department, ensuring that all tickets are handled in a timely and professional manner, with an emphasis on customer satisfaction.
Job Summary:
This individual will act as the first line of contact for a diverse array of company-wide systems. He or she will provide technical support to employees and help them maintain the ability to complete their daily tasks and functions when faced with IT-related issues.
Responsibilities:
• Take ownership of the Participant Help Desk including answering/resolving basic Tier 1 tickets (from support calls, walk-up customers and emails) using experience and/or documented procedures.
• Own the Help Desk. Manage the help desk tickets via Manage Engine's ServiceDesk product. Enter and categorize tickets. Escalate and route more complex issues based on priority. Document resolutions into the IT Support Knowledge Base/WIKI.
• Experience setting up, troubleshooting and supporting Mac OS, Windows OS, iOS and Android
• Basic understanding of network concepts
• Assist troubleshooting and setup of VoIP and mobile phones/devices
• Proficiency with Microsoft Office products
• Provide WebEx, Video conference, Skype and Video Hardware support
• Ownership of printer peripherals and consumables inventory
• Setup Mac/Windows hardware with corporate software titles for new hire provisioning
• Work with Human Resources to provide IT new hire orientation training
• Manage hardware and software resource assets via ServiceDesk
• Develop and manage internal and external support and training documentation
• Develop, execute and follow IT operational policies, standards and work instructions for customer support
• Ensure customer satisfaction through continued status updates and follow-up
• Help monitor critical infrastructure systems via provided industry standard monitoring tools
• Manage outside vendors to service any related Participant Media hardware
Qualifications:
• Bachelor's degree
• Minimum 2 years of professional experience in IT field
• Prior customer service experience is a must
• Excellent analytical, organizational and time management skills
• Great attention to detail and follow up, as well as verbal/written communication skills
• Excellent problem solving/troubleshooting skills
• Ability to meet with vendors as early at 5:30 am
• Ability to manage and prioritize multiple task simultaneously
• Ability to handle pressure
• Self-motivated and able to work independently
• Takes ownership of project and issues
• Excellent communication and team work skills
• Highly resourceful