As the IT Technical Support at TRL Systems, you will help keep the flow of operations within our internal team. You will provide technical assistance and support for incoming support requests and issues related to computer systems, software, and hardware. You will responsible for solving service tickets, training end users, managing vendor relations, and facilitate help desk tasks.

Essential Duties and Responsibilities

• 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.
• Enters accurate time daily on timesheet, providing a real time visual to company management.
• Participates in meetings, workshops, trainings and seminars as assigned for the purpose of performing job duties.
• Any additional duties as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• 1+ years as a Help Desk technician or similar experience.
• Ability to read, write, hear, speak and comprehend English
• Excellent written and verbal communication skills
• Critical thinking, decision making, and problem-solving skills
• Results oriented: Ability to achieve the target within given time
• Customer Service driven
• Fundamental understanding of computer systems, mobile devices, and other technical products.
• Fundamental understanding of computer networking: routing, switching, Wi-Fi, DNS, etc.
• Experience with Microsoft 365 management a plus
• Experience working within ticketing systems a plus
• High School Diploma or Equivalent (required)
• Associates/Bachelors in IT/Computer Science (preferred)
• CompTIA A+ Certification (preferred)
• Microsoft Certification – Fundamentals or Higher (preferred)

Physical Demands and Work Environment

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

Other Responsibilities

• Valid California driver license
• Proof of valid car insurance
• Ability to travel within Southern California to other company locations (if needed)
• Ability to work overtime (when requested/needed)
• Punctuality and regular attendance (required)