L2 Desktop Support Technician

Job Summary:

This position will be the technical escalation point for the Level 1 Service Desk and onsite support users. The role requires a high level of technical proficiency and an individual with executive presence and good communication skills. Must quickly and effectively diagnose, and resolve issues related to Citrix VDI Windows based environment, laptops, mobile devices, printers, and video conferencing. The organization is looking for an individual who is customer focused, passionate about the end user experience, enjoys challenging themselves constantly to improve, and empowering the end user community by providing IT knowledge and tools.

Job Details:

• Full Onsite Opportunity | Newport Beach, CA
• Monday to Friday | Morning shift

Responsibilities

• Providing level 2 desktop support as needed
• Ensuring customer service is timely and accurate
• Aligning service level agreements with business stakeholder priorities
• Reporting on and driving performance against KPI’s and metrics
• Handling customer concerns and complaints while overseeing 100% of incoming service desk requests, incidents, and issues
• Gauging the effectiveness and efficiency of service delivery; develop and implement strategies for improving desktop service delivery
• Developing and managing a broad range of technical IT projects.
• Providing timely updates to senior helpdesk leaders and stakeholders on regular basis
• Delivering enterprise level technical support covering a wide breadth of technical matters
• Meeting with clients and managing technical resources as needed
• Handling escalations from Systems Engineering and Systems Administration stakeholder teams
• Participate in on-call rotation and provide after-hours support as needed
• Participate in the creation and updating of knowledge articles
• Travel may be requested as needed
• Support of events may be required as needed
• Any other duties as assigned

Skills and Experience

• 3 years of commensurate and progressive growth experience in a Service Desk or Desk side technical support environment
• Experience in installing and configuring computer systems, diagnosing and solving hardware/software faults, and logging and tracking any additional troubleshooting that may occur
• Experience with VMWare, Azure/Office 365, Citrix VDI environments
• Knowledge of Servers: Active Directory, Group Policy (administration, not necessarily creation of new GPs), bring up Domain Controllers
• Experience with mobile devices (both Android and iPhone)
• CompTIA A and/or CompTIA Net is a plus
• MCSA (Microsoft Certified Systems Administrator/Solutions Associate) or MCSE (Microsoft Certified Systems Engineer) MCITP Microsoft Certified IT Professional, MCSE (Microsoft Certified Solutions Expert) is a plus
• CCNA or CCIE-Cisco certifications is a plus
• Experience with ITSM ticketing systems such as ServiceNow is a plus
• Exceptional customer service, analytics, and problem-solving skills to ensure the best client solutions.
• Expert technical knowledge with an understanding for managing multiple diverse environments
• Excellent communication skills, demonstrated ability to create comprehensive technology analysis documents, instruction sheets, and process documentation for current and potential programs.
• Ability to facilitate technical meetings, and convey technical information to non-technical staff
• Proactive communicator with all levels of staff and management with the ability to maintain open communication with others
• Self-motivated with directed exceptional customer service orientation and dedication to meeting deadlines
• Excellent organization, time management and analytical skills
• History of balancing multiple priorities and the ability to adapt and change focus as deadlines or customer needs shift
• Embrace accountability and encourage others around them to do the same
• Bachelor’s degree in computer science or relevant field is a plus
• Working for a financial institution or financial industry background is a huge plus