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Job Title: Tier 1 Service Desk Support Specialist
Role Overview
We are seeking a customer-focused, technically savvy Service Desk Support Specialist to serve as the primary point of contact for our internal and external user community. You will be responsible for the rapid restoration of business-critical services, providing tier-one technical support across a diverse range of hardware, software, and network environments.
In this high-availability role, you are the face of IT. We are looking for someone who excels at troubleshooting, communicates clearly with users of all technical backgrounds, and possesses the drive to solve issues efficiently while maintaining a professional, service-oriented attitude.
Key Responsibilities
Technical Support & Incident Resolution
• First-Response Support: Provide tier-one technical assistance for desktop/PC hardware, business applications, telephony systems, and network connectivity (LAN/WAN/VPN) via phone, chat, and email.
• Incident Lifecycle Management: Record, track, and manage all interactions through our IT Service Management (ITSM) platform. Ensure that every request and incident is documented accurately and followed through to successful resolution.
• Escalation Management: Proactively collect and validate detailed diagnostic information to ensure seamless hand-offs to tier-two/tier-three engineering teams when complex issues arise.
• System Stewardship: Manage security access and user permissions, ensuring all actions comply with internal regulatory and data-governance standards.
Operational Excellence
• Customer Experience: Provide a high-touch, "white-glove" support experience for a broad user base, including employees, remote staff, and external partners.
• Knowledge Management: Leverage internal knowledge bases to resolve issues quickly. Proactively contribute to the expansion of these resources to support continuous improvement.
• Technical Growth: Stay current with evolving IT trends, hardware standards, and software updates to ensure your troubleshooting skills remain ahead of the curve.
Qualifications & Requirements
Minimum Qualifications
• Education: Associate's degree or equivalent, relevant work experience in IT support.
• Experience Baseline: Minimum of two (2) years of experience in end-user technical support and/or a high-volume professional call center environment.
• Technical Mastery:
oStrong working knowledge of Windows Operating Systems.
oProficiency in the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
oExperience working within an ITSM (IT Service Management) platform.
• Soft Skills: Exceptional oral and written communication skills; ability to troubleshoot with users of varying technical abilities.
Operational Requirements
• Availability: This role requires the ability to work flexible shifts in a 24x7x365 environment. Mandatory participation in rotating weekend, holiday, and overtime assignments is required.
• Certification Requirement: Successful completion of Support Center Analyst and ITIL Foundation certifications is required within the first 12 months of employment (study support provided).
Equal Opportunity Employer / Disabled / Protected Veterans
The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf
For temporary assignments lasting 13 weeks or longer, AllSTEM Connections is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AllSTEM Connections participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Additional Skills
(none specified)
AllSTEM Representative Contact Info
Account Executive:
Nichols
Branch Phone:
(909) 244-1777
Location:
Ontario, CA