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Sr. Support Center Specialist (Desktop/Help Desk)

We are hiring a Sr.
Support Center Specialist (Desktop/Help Desk) for a Full Time position in Buena Park, CA.
For more than 30 years, Calance has been an industry leader in supplying IT Solutions, Managed Services and Staffing Services to our global clients.
We are looking to hire another talented individual to work in of our corporate office located in Buena Park.
All work will be performed on-site and you must be available for a face to face interviews.
We will NOT accept 3rd party, Corp to Corp (C2C) or Independent contractors for this role Position:
Sr.
Support Center Specialist
Duration:
FULL-TIME/PERM
Location:
Buena Park, CA 90621 (on-site only)
Rate:
Open/Market Rate, depends on exp.
level (W2 ONLY) We will only accept LOCAL CANDIDATES, residing within 40 miles of Buena Park, CA Sr.
Support Center Specialist is responsible for resolving complex and everyday service requests relating to PC, server, and network hardware and software problems and malfunctions; interacting and consulting with clients to manage client satisfaction; providing guidance, assistance, and follow-up on client inquiries.
Responsibilities include:
Assists the Support Center team with tasks and responsibilities in the following areas:
Customer Service:
Meet/exceed customer expectations in responding to service requests in accordance with the clients established SLAs (Service Level Agreements) and guidelines.
Review daily assigned service
requests, follow up and provide status updates to clients/management; team members, and other IT groups.
IT Operations Support:
Respond to diverse hardware and software problems reported by clients; identify root cause, implement solution, share solutions with peers, and document solution when required.
Telephone Support:
Respond to voice mails within specified time frame; resolve as many requests over the phone as possible, utilizing all resources available to do so; work with the Support Center staff to monitor, prioritize, resolve or escalate calls that cannot be resolved over the phone.
Problem Tracking Quality Assurance:
Capture information into the problem tracking system accurately and promptly on a daily basis.
Responsible for developing, maintaining and analyzing support Center reports.
Continuous Improvement:
Will work with Support Center staff to document client support processes; improve service efficiency and effectiveness, and recommend solutions to complex problems.
REQUIRED
Experience:
Expert in the use of various remote technology support tools (e.
g.
RDP, LogmeIn, Team Viewer).
Ability to resolve level 1 and level 2 hardware, software, and networking problems.
Strong customer service skills.
Positive attitude and work ethic.
3+ years in a Support Center or Desktop Support experience
Bachelors degree desirable (or equivalent 5-7 years work experience).
5 years of experience in an IT support or technical environment.
Successful experience in working with customers to develop effective solutions to divers and complex technical problems.
As a full-time employee, this resource will be eligible to enroll into our Corporate
Benefits:
- HMO/PPO Medical, Dental and Vision programs through Aetna
- 401K INC retirement program
- Paid Vacations/Sick time (13 days annually + 8 company holidays)
- Flex Spending up to $2,500 annually FOR IMMEDIATE DETAILS ABOUT THIS POSITION, contact me direct.
Kindest Regards:
SUMIT KUMAR:
(714) 576-7031

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