IT Technical Support Specialist

Do you love solving tech puzzles and helping people? We're looking for a skilled IT Technical Support Specialist to join our team! If you're a whiz at troubleshooting and thrive in a fast-paced environment, we encourage you to apply.

As IT Technical Support you will be responsible for providing a high level of customer service to internal employees. You will provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Additionally, you will respond to queries either in person or over the phone. Daily request may require installing, modifying, and/or repairing hardware and software for the user to keep them productive. Responsibilities include triaging service tickets, database input, training end users, and help desk facilitation.

Essential Functions

• Ensures that regular and consistent communication takes place with both internal and external customers; acknowledges and addresses requests received via phone, email or company systems daily.
• Manages own time and resources to achieve identified objectives; is diligent in meeting all communicated/defined deadlines. Monitors and updates tickets/tasks/activities assigned to them in company CRM.
• Serves as a main point of contact for employees seeking technical assistance over the phone, via a Fix it ticket, and/or in person. Ensures that urgent issues are addressed/corrected immediately and any issues requiring escalation are brought to the attention of IT management/ or Senior IT members.
• Triages the Department service board(s) and keeps tickets accurate and relevant; providing detailed and updated information for access by Department members.
• Performs remote troubleshooting through diagnostic techniques and relevant questioning and evaluation. Determines the best solution based on the issue and details provided by the user. Walks the customer through the problem-solving process, escalating and/or obtaining support for any unresolved issues.
• May and will be requested to work on special IT projects/assignments as needed to support department operations.
  
  

Position Requirements

• 1 years as a Help Desk technician
• High school diploma (or equivalent)
• Punctuality and regular attendance
• Valid California Driver License and proof of auto insurance.
  
  

Physical Demands & Work Environment

• Ability to make repetitive movements (motions) of the wrists, hands, and/or fingers, daily
• Ability to walk, bend, stoop, hear, and speak, daily
• Move/Transport items weighing 20 pounds, occasionally
• Stand or Sit for long periods (4 hours), daily
• Work is performed in an office environment
  
  

TRL Systems, Inc. conducts pre-employment drug screening in accordance with Federal Contractor regulations and background checks in accordance with State and local regulations. In addition to having many clients (hospitals, schools, etc.) who require background checks, as a federal contractor TRL is also required to complete a background check for any employee who may work on a federal contract in any capacity. For any position that drives a Company vehicle, our insurance carrier requires criteria to be met and therefore will be a condition of employment.

Role

At TRL Systems, we've been keeping people and their property safe for over 42 years. As an integrator of Fire Alarm, Nurse Call, and Security systems, everything we do has the potential to save lives and you get to be a part of that. Your role is important and here’s what you can expect as a member of our TRL Team:

• Comprehensive Benefits Package: Medical insurance, dental insurance, life insurance, 401k plan, paid holidays, Paid Time Off
• Employee Merit and Longevity Awards: Merit rewards that you can use to get items such as branded apparel, video game consoles, headphones and more and longevity awards like golfing gear, purses, BBQs, and watches just to name a few
• Company Sponsored Events: Family-friendly events with food, games and prizes
• Training and Development: Classes available to develop you personally and professionally to help you be the best version of you possible!
• Career Advancement: We want to partner with you to build a long and successful career at TRL and will help you realize your potential
  
  

TRL Systems is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. TRL’s employment policies and decisions on employment and promotion are based on merit, qualifications, performance, and business needs. The decisions and criteria governing the employment relationship with all employees are made in a nondiscriminatory manner, without regard to race, religion, color, national origin, sex, age, physical or mental disability, sexual orientation, gender identity, veteran status, or any other factor determined to be unlawful by federal, state, or local statutes.

The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all California locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education and/or training.