Job Description:

Position: Service Desk – Full Time

Reports To: Director, Service Delivery

Work Location: Burbank, CA

Compensation: $21.00/hr-$26.00/hr

Schedule: 40 hours per week

Service Desk Agents are able to perform the duties associated with being the front-line support liaison to the end user community. Service Desk Agents must be able to troubleshoot, analyze, prioritize, resolve and/or facilitate issues to achieve a resolution for the customer in an enterprise environment. Strong customer service and communication skills (verbal and written) are required.

 Skills:

 Service Desk Agent skills and experience shall include, but are not limited to, the following:

• One must encompass a thorough understanding of computers (both Windows & MAC OSX preferred)
• Experience with email systems and basic understanding of Active Directory & Network troubleshooting is required
• Support of enterprise applications (proprietary or otherwise) is desired
• One year's experience working on a help desk is required

 Essential functions of this at-will job position include:

 Duties:

 A Service Desk Agent is expected to successfully perform both the following functions as published below and as amended and/or added either expressly or implicitly by management.

• Receive and process requests for service via telephone and email
• Troubleshoot and resolve issues on the initial call when possible utilizing the internal knowledge base, experience and team resources
• Monitor unassigned ticket queue and follow up on assigned tickets every 24 hours
• Identify and escalate tickets to TTI management or appropriate support groups when needed
• Document issues and troubleshooting steps concisely in the ticketing system
• Follow up on open issues with escalation groups to provide updates to customer

Physical Requirements:

• Adequate vision and dexterity to operate computer system, printers and peripherals
• Adequate speech clarity and hearing to communicate efficiently with clients via telephone interactions
• Must be able to deal with high pressure situations and time constraints effectively
• Ability to sit for prolonged periods of time

 Service Desk Agent, Level 1 Requirements:

• Basic Support and troubleshooting such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support groups
• Familiarity with common software installations (i.e. Microsoft Office, Adobe Creative Cloud, etc.) and successfully following documented steps
• Analyze information about the user’s issues and determine the best way to resolve these issues
• Provide support on Level 2 and Level 3 issues where configuration solutions have already been documented

Service Desk Agent, Level 2 Requirements (In addition to all L1 requirements):

• Support and assist Level 1 technicians with questions they may have with issues that have a higher level of difficulty
• Assist management team in creation of both internal and user facing documentation
• Expected to research and implement fixes for new issues and only escalate if an issue is out of their skill level or their ability to resolve
• Strong proficiency in troubleshooting and supporting both Windows and Mac devices
• Advanced knowledge and familiarity with specialty software installations and troubleshooting (i.e. Oracle, FileMaker Pro, IBM iSeries client, Lotus Notes, etc.)

 Additional Requirements:

 In addition to the technical knowledge, experience and competence required of this particular job position, TTI's employees must also possess problem-solving skills, intelligence, perseverance, orderliness, responsibility, drive toward and satisfaction at the attainment of goals, calmness and endurance under stressful conditions, consistency and predictability in the regular attendance to duty, individual initiative as well as participation in group efforts, correct estimation of specific circumstances, fairness, empathy, appreciation toward fellow workers, and effective communications skills.

 In keeping with these job requirements, TTI may choose to utilize application forms, interview procedures and/or pre-employment non-medical, non-psychological testing regimens that will assist TTI to determine whether applicants can meet TTI’s performance standards. Applicants for the above job position may be required to undergo such screening procedures.

 NOTE: The statements herein are intended to describe the general nature and level of work being performed by TTI employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of TTI.

 Candidates must be able to perform the essential functions of this position, with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 EEO Statement:

Turner Techtronics provides equal employment opportunities to all employees and applicants in all company facilities without regard to race (including hair texture and hairstyles), color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, (or related medical conditions, including, but not limited to lactation), physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state, and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfers, and leaves of absences, compensation and training.

 DEI Statement:

Turner Techtronics is on a mission to provide the resources necessary to raise awareness and to support a diverse, equitable, and inclusive environment. We are continuing to build a culture that is safe, respectful, fair and inclusive for all of our employees. We are proud to employ people of all backgrounds who possess the talent, energy, and focus to accelerate our vision forward.

 COVID Vaccination Requirement:

Effective August 5, 2021, and until further notice, Turner Techtronics shall adhere to staff vaccination and testing guidelines outlined in the CA Dept. of Public Health (CDPH) Behavioral Health Information Notice No: 21-041. These instructions shall apply to all applicable TTI facilities and clients. Any new applicant at TTI will be required to submit their Vaccination Certificate status. Any candidate in any of the TTI and client locations which mandate vaccinations will be required to be fully vaccinated before considered for employment.

Hourly Range : $21.00/hr - $26.00/hr