Customer Svc Rep 2, IT

Easterseals Southern California transforms lives every day. For over a century, Easterseals has championed inclusion and independence—delivering essential services like early childhood programs, autism services, employment and independent living support to more than 29,000 people each year. Through advocacy and education, we break barriers and create opportunities for the one-in-four Americans with disabilities. 

OVERVIEW OF POSITION: Under general supervision, installs, modifies, and maintains the organization’s personal computers and related systems. Installs, upgrades and backs-up software and hardware applications. Troubleshoots software and hardware failures and resolves as appropriate; trains users in resolving routine problems, using new software and providing advice and guidance as needed.

ESSENTIAL FUNCTION:

• Configures, diagnoses, identifies and resolves hardware/software and printing issues in a blended PC, tablet, Mac and smartphone wired and wireless enterprise environment
• Performs software and hardware installations and adheres to established asset tracking and licensing agreements. Assists with workstation installations, relocations, and other related tasks.
• Works independently and pursues resolutions to a variety of issues using technical knowledge, tools and organizational resources. Documents all requests, troubleshooting efforts, and resolutions in the organizations’ ticketing system and keeps end-user informed. Follows established escalation procedures and alerts management to outages, priority issues, recurring problems and patterns.
• Creates and/or revises existing end-user instructions, technical documentation or procedures as needed. Provides end-user training for systems and software products
• Participates in and supports help desk initiatives and projects
• Performs other duties as assigned

EDUCATION:

Requires a High School Diploma, GED, or national equivalent.

CompTIA A+ or equivalent certification preferred.

EXPERIENCE:

• Typically requires 2 to 5 years’ related experience. Or a combination of training, education and experience to perform the job successfully

KNOWLEDGE, SKILLS, ABILITIES:

• Demonstrated knowledge of PC related software and hardware, knowledge of productivity applications (e.g. Microsoft Office Suite), familiarity with ticketing systems, and strong customer service and organizational skills
• Experience supporting 1,500+ end-users
• Demonstrated ability to take initiative, implement analytical skills. Excellent time management, and organizational skills
• Adaptive customer service skills including the ability to effectively interact with individuals at all levels internal and external to the organization
• Consistent ability and practice handling and maintaining confidentiality with organizational matters
• Ability to adapt to a dynamic environment and learn department-specific computer systems

Carrying/Lifting: Occasional / 0-35 lbs.
Standing: Occasional / Up to 3 hours per day
Sitting: Constant / Up to 8 hours per day
Walking: Occasional / Up to 3 hours per day
Repetitive Motion/Activity: Keyboard activity, telephones, writing
Visual Acuity: Ability to view a computer monitor and read newsprint
Travel: May require up to 30% travel time
Environmental Exposure: Indoor and outdoor work environment