General Description:

The Service Desk Technician serves as the first point of contact for customers seeking technical assistance and coordinates escalation for issues.

Essential Duties:

Provide a friendly and professional point of contact for customers for any problems or concerns

Perform initial troubleshooting of tickets

Stage and configure end user workstations

Maintain accurate inventory of assets and consumables

Deliver prompt professional service, response, and timely resolution to all requests for services

Handle incoming calls, walk in customers, and incoming tickets

Liaise with wider team members to ensure ticket resolution

Required Skills:

Exceptional customer service and communication skills

Exemplary attention to detail

Ability to work under pressure and deal with challenging situations

Experience with Windows and/or MacOS operating systems

Some experience with hardware and software support

Experience configuring and troubleshooting Microsoft Office applications on Windows and/or MacOS

Experience creating technical documentation for IT processes

Familiarity with ticket tracking systems

Experience with direct customer interaction with providing training and support to end users

Required Education:

A degree in a relevant technical field is desired, but not required.

Physical Requirements:

While performing the duties of this job, the employee is occasionally required to stand, climb, stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 50 pounds.

Special Requirements:

This position is 100% on-site. Responsibilities sometimes require working evenings and weekends, in some cases with little to no advance notice. This position will rotate between HRL locations in Calabasas, Camarillo, Malibu, and Thousand Oaks, CA.

This position requires that the applicant selected be a U.S. citizen and be able to obtain and maintain a security clearance.

This position requires that the applicant obtain a DoD 8570.01-M IAT Level II certification (e.g., CompTIA Security+, CySA+) within 12 months of hire.

Compensation:

The pay range for this position is $31.54 - $38.48 per hour + bonus + benefits.

Our ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range during the hiring process. Please note that the compensation details listed reflect the base salary only, and do not include potential bonus or benefits.

Service Desk Technician

HRL Laboratories

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