Technical Support/Help Desk

Technical Help Desk

12 month assignment

Hybrid with 2 to 3 days week in downtown Los Angeles

W2 only



Job Description:

Assist Systems staff with day-to-day operations involving technical support, such as troubleshooting application and hardware issues; serving as a customer engagement expert through our Help Desk hotline; and, the deployment of computer equipment to Staff.



Working with Client staff, the Contractor will assist in providing technical support for the Department?s hardware and operating systems; augmenting TSB staff during troubleshooting, deployment, and maintenance of computer, network, and communications hardware. The Contractor will assist TSB staff in supporting staff of all levels, including professional and technical staff, outside contractors, and the public. Additionally, the Contractor will work with staff to provide resources for testing, monitoring, and supporting applications.



When assigned to assist with the Help Desk hotline, the Contractor will provide responsive, technical support to internal and external customers through various means, including telephone, email, text, and chat communication.



This position is hybrid. Required work shall be performed in person or remotely, and the selected Contractor may be assigned to any of the Department?s offices throughout the City.



Contractor shall meet the following key high-level work products and outcomes:

1. Function as a subject matter expert on desktops, laptops, applications, and systems integration.
   
2. Provide customer service via the TSB Systems Help Desk to City staff of all levels and public customers.
   
3. Install and replace basic computer hardware components.
   
4. Maintain inventory of all assets and perform updates to the asset management database.
   
5. Manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance in the Microsoft Active Directory.
   
6. Load, unpack, install, configure, and maintain desktop and laptop hardware, including proprietary office and Internet related applications.
   
7. Work directly with the Technology Infrastructure team to evaluate hardware configuration and assist in their installation and modification.
   

Requirements:

The qualified candidate must possess the following skills and experience:

• 4 years of full-time working experience with Microsoft Windows 10, Microsoft Office Suite 2019 suite or above, and Apple iOS
  
• Strength to perform average lifting of less than 5 pounds and occasionally over 15 pounds; good speaking and hearing ability; good eyesight
  
• 4 years experience in the installation and support of hardware components associated with Enterprise and personal computer systems
  
• Helpdesk experience (4 years)
  
• Good oral and written communication skills
  
• Knowledge of Active Directory
  
• Ability to create and update technical documentation
  
• Ability to train staff as needed
  
• Must have a valid California driver?s license
  
• Must have own vehicle to drive to field offices
  

Contact Paul









Years of Experience Required: 3-5 Years

Expected Travel Time: None

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