IT Helpdesk Specialist

Chrysalis Center Inc•Los Angeles, CA

About The Position

The IT Helpdesk Specialist is part of a collaborative team of professionals that ensures that Chrysalis staff and clients have the technology resources they require to achieve their mission. Responsible for providing technical assistance and support related to computer systems, hardware / software. Responds to tickets, runs tests and diagnostics, isolates problems and determines / implements solutions and escalates tickets. Supports staff either over the phone, in person, or online via trouble tickets, works directly with staff through a help desk ticketing software, directing them to existing documentation or talking them through step-by-step solutions to problems they encounter using the organization’s software and hardware.

Requirements

Commitment to Chrysalis’ Mission, Vision and Values
Training and experience supporting and troubleshooting latest Windows OS and Microsoft Office applications in a corporate network environment
Strong organizational skills
Ability to prioritize competing projects/tasks
Experience working with a Help Desk trouble ticket system
Strong customer service attitude and communication skills (verbal and written)
Able to work independently
Reliable transportation to travel between meetings and sites, as needed (mileage reimbursed)

Responsibilities

Setup, testing, and deployment of new hardware, ensuring that new computers and other equipment are deployed and in use as quickly as possible.
Manage incoming support tickets, providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Provide information/assistance to colleagues either in person, over the phone or by email/chat and follow up to ensure the issue has been resolved.
Document known issues and solutions, write training manuals and guides for staff.
Install, modify, and repair computer hardware and software.
Reach out to DELL in order to request technical support for laptops.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer peripherals for users.
Monitoring and maintenance of client computer labs in all locations, identifying service issues and ensuring timely resolution
Monitoring and maintenance of client computer labs and virtual stations, copiers, printers, and other peripherals in all locations, identifying service issues, ensuring timely resolution, and ensuring adequate quantities of toner and other supplies.
Preparation of all equipment designated as eWaste, and arranging for its timely shipment and appropriate disposal
Backup in processing, Onboarding, Offboarding, Employee Position Change, etc.
Support and backup of the other IT Team members at times of vacation, leaves, and peak-workload
Other duties as assigned