Alcala Consulting Inc ยท 6 months ago
Level 2 Technology Support Specialist
Pasadena, CA
Full-time
Onsite
Mid Level
$65K/yr - $80K/yrAlcala Consulting Inc is seeking a Level 2 Technology Support Specialist to provide maintenance of the computer desktop environment and support clients across various industries. The role involves troubleshooting, hardware and software installations, and ensuring customer satisfaction through effective problem resolution.
Cloud Data ServicesConsultingInformation TechnologyLegalSoftwareTelecommunications
Responsibilities
Travel to client offices when needed
Answer client calls and create detailed tickets
Escalate tickets to the appropriate engineer when needed
Remote/ On-site troubleshooting of level 2 issues such as desktop hardware failures
Will be responsible for taking calls on an On-Call rotation
Provide helpdesk support and resolve problems to the end user's satisfaction
Monitor and respond quickly and effectively to requests received through from phone calls or email to ticketing system
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Modify configurations, utilities, software default settings, etc. for the local workstation
Utilize and maintain the helpdesk tracking software
Document internal procedures
Assist with onboarding of new users
Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
Install, test, and configure new workstations, peripheral equipment, and software
Maintain inventory of all equipment, software, and software licenses
Report issues to the NOC for escalation
Manage PC setup and deployment for new employees using standard hardware, images, and software
Assign users and computers to proper groups in Active Directory
Perform timely workstation hardware and software upgrades as required
Qualification
Required
Honest, self-motivated, professional, team player
Travel to client offices when needed
Exceptional customer service skills, organizational skills with a proven ability to manage multiple calls and tickets with minimal supervision
Ability to learn new technology quickly
Able to constantly balance multiple tickets and request in high pressure situations and will take escalations from Level 1 Technicians
Must be able to diagnose problems quickly and correctly with computer systems and introduce a resolution
Provides advanced level installation, support, and maintenance of servers, core infrastructure (switching, routing, firewall) and other computer systems
Efficiently manages configuration of desktops, servers, core infrastructures and services (IIS, e-mail, AD, DNS, DHCP etc.)
Assists with planning for and responding to client project needs when applicable
Answer client calls and create detailed tickets
Escalate tickets to the appropriate engineer when needed
Remote/ On-site troubleshooting of level 2 issues such as desktop hardware failures
Will be responsible for taking calls on an On-Call rotation
Punctuality is required
Provide helpdesk support and resolve problems to the end user's satisfaction
Monitor and respond quickly and effectively to requests received through from phone calls or email to ticketing system
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Modify configurations, utilities, software default settings, etc. for the local workstation
Utilize and maintain the helpdesk tracking software
Document internal procedures
Assist with onboarding of new users
Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
Install, test, and configure new workstations, peripheral equipment, and software
Maintain inventory of all equipment, software, and software licenses
Report issues to the NOC for escalation
Manage PC setup and deployment for new employees using standard hardware, images, and software
Assign users and computers to proper groups in Active Directory
Perform timely workstation hardware and software upgrades as required
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
Ability to deal with problems involving several concrete variables in standardized situations
Knowledge of Microsoft Office software; including Word, Excel, Email and Scheduling software
The employee must occasionally lift and/or move up to 60 pounds
Employee is required to maintain a valid driver's license with reliable transportation
Benefits
Comprehensive benefits package, including health, dental, and vision insurance
Retirement plan with company match
Paid time off and holidays
Opportunities for professional development and career growth
A supportive and collaborative work environment
Company
Alcala Consulting Inc
Providing Collection Agencies, Architecture & Engineering, Manufacturing, CPAs, and Non-Profit Companies With Professional IT Consulting, IT Support, and Cybersecurity since 1997.
Founded in 1997
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Marco Alcala
CEO
Company data provided by crunchbase