The Service Desk Technician, Level lll is ideally suited for an individual who has a unique blend of interpersonal skills and a broad understanding of a wide variety of technologies including all facets of traditional end-user computing, mobile, system administration, audio-visual support among other capabilities. This role will report to our IT Service Delivery Manager and will be responsible for providing and delivering IT white glove support for our Executive Leadership and employees. Candidates should be comfortable with multi-tasking and context switching among many tasks throughout the day while maintaining high attention to detail. Candidates should demonstrate an entrepreneurial and innovative attitude with a determination to deliver timely resolutions to the technical needs of our employees while looking to continuously improve our tools and processes.

The Service Desk Technician, Level lll Responsibilities include but may not be limited to:

• Deliver exceptional quality of service to our Executive Leadership and employees. This includes "going above and beyond" to ensure prompt service and problem resolution.
• Provide onsite and remote support for Executive Leadership and Employees.
• Establish trust with the Leadership team by performing expert technical support while maintaining the confidentiality and showing discretion.
• Must be comfortable with working onsite at our Brentwood corporate office 5 Days a week with an option to be hybrid on certain days.
• Proactively ensure that all Executive offices and conference rooms are operating optimally.
• Proactively monitor FreshService Incidents / Service Requests queues and escalate tickets appropriately. Ensure the communication for status of Incidents / Service Requests to team, Executives, or Employees on a timely basis.
• Maintain meticulous documentation by summarizing Executives and employee interactions and detailing technical steps taken when interacting with Executives through FreshService ticketing system. (Create and Modify Knowledge Base and Solution Articles)
• Handle onboarding, offboarding, leave of absence, setting up Laptops (PC), and shipment of laptops to new hires.
• Focus on resolving level 1 and level 2 tickets and escalate appropriately.
• Work with IT team on various projects.
• Occasional after-hours support.
• Position is based at our corporate office in Brentwood and must be flexible to drive to other office locations: Costa Mesa, Inland Empire, San Diego, and Ventura on as needed basis.

Service Desk Technician, Level lll Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or Certifications in a related
  field.
• 2-3+ years of experience working in support of desk side services with specific focus on
  supporting Executive/VIP levels and their assistants.
• 2-3+ years of experience supporting internal desktop systems (PC) software and hardware,
  application training, and overall incident ownership.
• Strong verbal and written communication skills with the ability to communicate clear and
  concise information in technical and non-technical terms based on the audience.
• Proficient level knowledge in Microsoft products, e.g., Windows OS, Active Directory, Enterprise
  Office 365, Azure, OneDrive, SharePoint, Teams.
• Proficient level knowledge with basic networking concepts (LAN, WAN, TCP/IP, VLAN, Wi-Fi,
  DHCP, DNS, Ethernet).
• Demonstrated organizational skills, attention to detail, analytical/problem solving abilities, time
  management and the ability to multi-task.
• Excellent project and time management skills with the ability to manage expectations in a
  deadline-driven environment while balancing strategic projects with day-to-day accountabilities.
• Ability to work well within a team environment an keep superior informed on all issues.

Preferred Certifications:

• ITIL Foundation Certification, ITIL V4 preferred
• Dell Certifications
• Comptia Project+ OR CAPM
• Comptia A+
• Comptia Network +
• Microsoft MD-100: Windows 10 or Microsoft Office Specialist: Expert

ADA Requirements: The physical demands, work environment factors, and mental functions described
below are representative of those that must be met by an employee to successfully perform the
essential functions of this job. Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.

Physical Demands: While performing the duties of this job, the employee is required to stand; walk; sit
for extended periods of time; use hands to feel, handle, or type; reach with hands and arms; climb or
balance; stoop, kneel, crouch, or crawl; talk or hear. The employee must occasionally lift and/or move or
carry up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision
and ability to adjust focus. Additionally, employee may be required to drive to a property, walk on
uneven ground, walk through a construction site, be exposed to dust or fumes and work around
machinery or equipment.