Service Desk Associate - Entry

Santa Ana, CA

Talent Orchard LLC, a Woman Owned Small Business with 8a designation has been contracted by a large defense contractor in their search for a Service Desk Associate - Entry.  The Service Desk Agent reports directly to the Service Desk Manager and will provide first line technical support for local and remote users, resolving technical problems and answering queries through various channels such as telephone, chat, email, and tickets submitted online.

Description of Duties:

• Follows all company and department documented policies and procedures.
• Identifies, diagnoses, isolates, and resolves problems with hardware, software, network, and system/applications utilizing technical skills, historical database records, and knowledgebase documentation.
• Supporting commercial (COTS) software, customer specific applications, internet browsers, desktops, laptops, mobile devices and more.  
• May route tickets to product line specialists, application, or system support specialists, requiring clearly documented descriptions of customers request and all troubleshooting performed.
• Maintains and updates records in Incident Management and Service Request system.  
• This may be a shift work position in a 24x7x365 environment requiring flexibility in work hours.

Qualifications

• AA Degree in related discipline; Or, High School or GED and 0 years experience with certification
• Proven hardware/software troubleshooting experience
• Proven experience providing effective and professional communication, addressing moderately complex technical issues via telephone, email, and chat
• Demonstrated commitment and ability to provide excellent customer service
• Ability to work well with all teammates in a fast-paced SLA driven environment
• Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively
• Understanding of IT concepts/practices and experience with common service desk software.
• Proven ability to think and troubleshoot logically and act decisively in critical situations
• Experience supporting Microsoft Office and Windows OS in an enterprise environment
• Experience with account administration and password resets in a Microsoft Active Directory environment
• Must be a US Citizen and have ability to pass customer background check
• Willingness to work any shift, potentially including weekends or holidays
• Ability to arrive and start work promptly at beginning of scheduled shift

Desired Qualifications

• 1+ years of experience in computer hardware/software support
• ITIL Certification or HDI Certification
• Familiarity with government IT environment and administrative processes
• Technical support experience in a call center environment
• Technical certifications such as A+, N+, MCP, MCSE, CCNA
• Strong working knowledge of Windows 10, Edge, FireFox, and Chrome browsers, VPN software, VDI, and other commonly used commercial products

Established in 2010, Talent Orchard has an exceptional reputation, providing staffing solutions to time-sensitive, talent scarcity issues to deliver better talent management ROI.  Our specialty lies in the critical area of program talent acquisition and resource management, not in one narrow skillset, but across many areas of technical and functional delivery.

To learn more about our other exciting opportunities, visit our Jobs Page at www.talentorchard.com.