IT Help Desk Technician - TAD PGS, Inc

• Your primary responsibility will be to provide first contact resolution for account administration, desktop, laptop, mobile devices, applications, and network connectivity problems remotely in a call center or walkup desk;
• You will create, maintain, and modify user accounts for network and business applications;
• You will research, analyze, and diagnose problems with client systems to include hardware and software, servers, peripheral equipment, and networks.
• You will solve problems using documented processes where available and best practices where not;
• You will assist teams with incident response support and be involved in the development and presentation of training sessions;
• You will provide appropriate documentation on services provided and status updates as needed

• Possess a Bachelor's degree or at least 4+ years of recent Enterprise Tier 2 IT related work experience
• Must have at least 4 years Enterprise Tier 2 IT Technical support experience
• Must be able to obtain Secret level security clearance. If selected, you will be subject to a government security clearance investigation and must meet the requirements for access to classified information. 
• Eligibility requirements include U.S. citizenship.
• Must have a valid driver's license, subject to motor vehicle record evaluation

• Have the ability to troubleshoot and resolve technical problems for clients; to independently resolve widely varying problems using current job knowledge and using research and external resources;
• Have hardware, software and networking troubleshooting experience -- hardware experience must include desktops, laptops, mobile devices and printers; software experience includes Windows and Microsoft Office; networking experience to include understanding TCP/IP and DNS, Active Directory and Exchange
• Are an excellent communicator, are highly motivated and have excellent customer services skills with the ability to interface with all levels of staff;
• Are willing and able to support operations and work necessary hours to complete critical work and/or troubleshooting and work in a call center environment that requires sitting for extended periods of time and troubleshoot problems over the phone during the assigned work hours;
• Possess a Bachelor's degree in an IT-related field.
• Have 4+ years' experience in a call center environment and using system management tools such as Symantec Ghost Solution Suite.
• Have software experience with Desktop remote control tools and Windows 10, Macintosh, and iOS.
• Possess any of the following certifications: ITIL, A+, Microsoft Certified Professional (MCP), Microsoft Certified Systems.
• Engineer for Windows (MCSE), Apple Certified Macintosh Technician (ACMT), HDI Support Analyst.

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance