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Service Desk Tier 3 Support

Company: New American Funding
Location: Tustin
Posted on: January 16, 2022

Job Description:

Responsible for ticket queue and ensuring all incidents and requests are responded to within SLAAccountable for ticket agingHelp Support the Call Queue during high volume callsProvide escalated support to level 1 and 2 service team membersHelp management coach and mentor team members as neededCommunicate and interact with end users and internal staff to resolve IT related issuesServe as the main point of contact for the service desk for high priority escalations from other IT DepartmentsCreate documents and knowledge base as per KCS requirementsMain point of contact for executive team and VIPs and serve as the main point of contactMonitor tickets and emails from executive team and VIPs and provide white glove serviceDiagnose and resolve hardware, software, network and system issuesMust be able to lift up to 25lbs of equipment if needed as part of the job duties for deployments and movesOther job duties as assigned by managementExpectations:
Works well in a team environment and independentlyPositive and proactive attitude with customers and best interest in mindAbility to work some nights and weekends and as requiredSkills and Qualifications:
4+ years working in a technical support/service desk environment supporting Windows OS, Mac OSExperience with MDM and RMMPreferred experience with KACE, TopDesk Ticketing System,ITIL Certification PreferredHDI Certification PreferredKCS Certification PreferredCOMTIA A+,S+ and N+ preferredOther Duties: This job may require frequent sitting or standing for long periods of time. This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.[EOE/M/F/D/V. Drug-free workplace.]#LI-JZ1

Keywords: New American Funding, Tustin , Service Desk Tier 3 Support, Other , Tustin, California

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