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Summary
The Technical Services Agent is an entry level role for individuals with proven IT experience and/or aptitude to further develop their skills. Provides both remote IT service desk support as well as some onsite, in-person support primarily covering LA, Ventura, and OC counties. Â This position works under the direct supervision of the Director of Technical Services.
Technical Services provides internal direct IT support and customer service, in-person and remotely, helping our Staff quickly resolve their questions quickly. Â This position is based out of our corporate office in El Segundo, CA and is regularly required to travel to our clinics to provide in-person support. Â The Technical Services Team shares responsibility for covering nights, weekends, and holidays (except Thanksgiving and Christmas days). Â Successful candidates will be excellent team players, technically savvy, curious problem solvers, and provide exemplary customer service.
Job Duties
-Â Â Â Provide day-to-day, internal IT help desk support and customer service for all Exer staff in our clinics and corporate offices.
-Â Â Â Troubleshoot software and hardware failures and identify network problems when they relate to desktop or laptop computers, peripherals, phones, and payment systems.
-Â Â Â Troubleshoot and repair network/connectivity/printing issues.
-Â Â Â Coordinate efforts of outside support vendors to resolve technical issues
-Â Â Â Cover IT help desk trouble ticket monitoring, assignment, and close out.
-Â Â Â Set up and retire user accounts.
-Â Â Â Install, test and configure new workstations, peripheral equipment and software.
-Â Â Â Support the installation and configuration of routers, switches, network hubs and other network peripherals.
-Â Â Â Install and test computers, phones, and peripherals for the opening of new clinics.
-Â Â Â Organize and keep an up to date, accurate inventory of all software and hardware.
-Â Â Â Identify areas of improvement and create new mechanisms to promote efficiency, organization, and accuracy.
-Â Â Â Some travel within LA, Ventura, and OC counties to provide in-person onsite support for break/fix repairs, trainings, new implementations, decommissioning, and other duties as necessary. Â May need to travel to other counties and clinics on an occasional basis.
-Â Â Â Perform other duties and projects as assigned by the Technology Services Director.
Role Qualifications
-Â Â Â Relevant IT advanced education and/or equivalent experience strongly preferred.
-Â Â Â 1 year direct related experience in IT service support or equivalent experience strongly preferred.
-Â Â Â Familiarity troubleshooting and repairing business technology peripherals such as copiers, printers, scanners, etc. both over the phone and in-person.
-Â Â Â Proven experience providing customer service and supportÂ
-Â Â Â Excellent analytical and problem-solving skills.
-Â Â Â Excellent communication skills: written and oral.
-Â Â Â Ability to prioritize work to meet the needs of the company.
-Â Â Â Ability to quickly gain skills and knowledge when faced with new challenges.
-Â Â Â Working knowledge of networking concepts and various software packages.
-Â Â Â Experience with current Windows and Microsoft Office.
-Â Â Â Able to lift 50 pounds
-Â Â Â Must have a valid driver's license and reliable transportation to regularly travel to provide onsite support
-Â Â Â Must be able and willing to work some evenings, weekends and holidays as part of a team that is responsible for providing 7 day a week, 8a-8p coverage, 363 days a year
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