Service Desk Tech
AEG Worldwide
Los Angeles, CAThis was removed by the employer on 9/20/2021 9:47:00 AM PST
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Full Time Job
Service Desk Tech II
The Service Desk team are key contributors to delivering excellent customer service to AEG's users by having a strong understanding of IT Service Management and ITIL. The Service Desk Technician II is responsible for providing initial triage and Tier 1 support for technical incidents and service requests for AEG's enterprise services. Provides root-cause analysis, troubleshooting, support and escalation via phone and email to end users.
Position is working on location in AEG Worldwide's Los Angeles, CA offices.
Education Qualifications
BA/BS Degree (4-year) (Advanced Degree Preferred) Information Systems, Computer Sciences or related technical field
Experience Qualifications
2-4 years Experience in technical position with primary responsibilities in user support in a Microsoft environment, which includes Windows 7/10 and MS Office Suite 2013/2016/O365; focus on Outlook.
2-4 years Experience managing Active Directory objects within Windows 2008/2012/2016 domain function level.
2-4 years Experience in a technical position in a facility with standard network and server environment: of TCP/IP protocol, DNS, DHCP, WINS.
Experience supporting various mobile handheld devices such as Apple IOS and Android.
Experience supporting Office 365 services
Skills and Abilities
Must have knowledge and related experience with Help Desk / Service Desk best practices.
Strong understanding of troubleshooting basic TCP/IP issues, packet captures and traces.
Ability to persistently troubleshoot a problem through resolution, with extensive experience with Microsoft technologies
Contains good organizational and project management skills, including ability to organize time and work on multiple tasks and follow through to completion of task or project
Ability to learn quickly and work in a fast paced environment
Excellent analytical and problem-solving skills including high degree of attention to detail and accuracy
Ability to follow a strict workflow process for QA and User Acceptance testing
Ability to lift and carry computer equipment
Ability to develop and maintain positive working relationships
Ability to work different shifts and extended hours as needed.
Ability to participate in rotating on call schedule.
Ability to speak and write clearly and concisely.
Requires personal transportation for job-related travel, as assigned
Foundational knowledge of the ITIL framework, and IT Service Management.
A+ Certification, MCP (Windows) and or MCSE is preferred
Licenses and Certifications
CompTIA A+ Certification Preferred
Microsoft Certified Systems Engineer (MCSE) Preferred