Technical Services Agent

Summary

The Technical Services Agent is an entry level role for individuals with proven IT experience and/or aptitude to further develop their skills. Provides both remote IT service desk support as well as some onsite, in-person support primarily covering LA, Ventura, and OC counties. This position works under the direct supervision of the Director of Technical Services.

Technical Services provides internal direct IT support and customer service, in-person and remotely, helping our Staff quickly resolve their questions quickly. This position is based out of our corporate office in El Segundo, CA and is regularly required to travel to our clinics to provide in-person support. The Technical Services Team shares responsibility for covering nights, weekends, and holidays (except Thanksgiving and Christmas days). Successful candidates will be excellent team players, technically savvy, curious problem solvers, and provide exemplary customer service.

Job Duties

• Provide day-to-day, internal IT help desk support and customer service for all Exer staff in our clinics and corporate offices.
• Troubleshoot software and hardware failures and identify network problems when they relate to desktop or laptop computers, peripherals, phones, and payment systems.
• Troubleshoot and repair network/connectivity/printing issues.
• Coordinate efforts of outside support vendors to resolve technical issues
• Cover IT help desk trouble ticket monitoring, assignment, and close out.
• Set up and retire user accounts.
• Install, test and configure new workstations, peripheral equipment and software.
• Support the installation and configuration of routers, switches, network hubs and other network peripherals.
• Install and test computers, phones, and peripherals for the opening of new clinics.
• Organize and keep an up to date, accurate inventory of all software and hardware.
• Identify areas of improvement and create new mechanisms to promote efficiency, organization, and accuracy.
• Some travel within LA, Ventura, and OC counties to provide in-person onsite support for break/fix repairs, trainings, new implementations, decommissioning, and other duties as necessary. May need to travel to other counties and clinics on an occasional basis.
• Perform other duties and projects as assigned by the Technology Services Director.

Role Qualifications

• Relevant IT advanced education and/or equivalent experience strongly preferred.
• 1 year direct related experience in IT service support or equivalent experience strongly preferred.
• Familiarity troubleshooting and repairing business technology peripherals such as copiers, printers, scanners, etc. both over the phone and in-person.
• Proven experience providing customer service and support
• Excellent analytical and problem-solving skills.
• Excellent communication skills: written and oral.
• Ability to prioritize work to meet the needs of the company.
• Ability to quickly gain skills and knowledge when faced with new challenges.
• Working knowledge of networking concepts and various software packages.
• Experience with current Windows and Microsoft Office.
• Able to lift 50 pounds
• Must have a valid driver's license and reliable transportation to regularly travel to provide onsite support
• Must be able and willing to work some evenings, weekends and holidays as part of a team that is responsible for providing 7 day a week, 8a-8p coverage, 363 days a year