Help Desk Support Specialist 2 Job at Hazen and Sawyer
Interested in a great opportunity within a fast-paced, nimble ITS Department using cutting-edge technology? If you are highly motivated and want to jump start your career as a Level 2 IT Support Specialist and beyond, then Hazen should be an option.
The Firm
We are an employee-owned firm with over 1400 people. Our primary focus is on planning, designing, and overseeing construction of environmental infrastructure – water, wastewater, and stormwater management. We endeavor to recruit the best people, provide them with challenging, interesting, and creative assignments, and furnish them the tools they need to succeed.
Position
Information Technology Support – Level 2
Job Description
- Provide Tier 1 / Tier 2 IT support
Office Locations
- Los Angeles, CA & Irvine, CA
- Hybrid Remote Work Policy
Responsibilities
- Provide Tier 1/ Tier 2 level support and convey resolutions to end user issues via ITSM in a hybrid work environment.
- Answering all incoming helpdesk calls
- Resolve end-user issues/requests within SLA
- Provide the highest level of service to end users.
- Perform ongoing maintenance to end-user systems.
- Good understanding of processes to identify use cases analyzing the environment and proactively implement resolution.
- Identify areas that can be automated for issues being reported in the environment.
- Reviewing data produced, analyze data, and come up with strategies to configure use case and proactively resolve issues.
- Actively update and write new technical documentation as needed.
Qualifications
Must have a minimum of 2 years IT helpdesk experience and working with ITSM systems.- Experience in using tools like remote desktop control and system management.
- Experience analyzing system logs, events, and monitoring alerts.
- Experience with diagnosing, resolving, and delivering root cause analysis for automatic alerts, issues, and incidents.
- Experience with identifying and investigating reoccurring issues and escalating/collaborating with the necessary support groups to address them (e.g., Network, SCCM, Security, Service Desk, Onsite Support).
- Experience with Windows 10/11 and show proficiency in differentiating problems at each OSI layer.
- Strong analytical, problem-solving, and logical reasoning skills.
- Excellent communication, interpersonal and customer care skills.
- Strong client/customer-facing articulation skills.
- Excellent written skills.
Salary Range:
$70,000 to $90,000 a year
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