Help Desk Triage Technician - Irvine

Action Property Management, a premier management company, is seeking a Help Desk Triage Technician to join our team at our corporate office located in Irvine, CA.

Compensation: $20 per hour

Schedule:

8:00 AM to 5:00 AM or 9:00 AM to 6:00 PM

Why Join Action?

Action's goal is to attract and retain the best talent in the industry. We are proudly rated 4.3 Stars on Glassdoor. Check out our Glassdoor page here: https://tinyurl.com/actionglassdoor

• We offer our Team Members the following:
• Competitive starting compensation
• Comprehensive benefits package for qualifying employees
• On-going hospitality and property management training
• Opportunities for career growth and advancement
• Values driven company culture that encourages team work and excellence

Summary:

This role is focused and responsible for acknowledging all communications in and out of the IT department. This role includes answering phone calls, creating tickets, assigning tickets based on skill/or problem-based diagnoses routing, recording user histories into the ticketing system, looking though alerts, communication via email, chat, and other tools. They would be expected to resolve basic/simple user issues or help end-users with basic training on how to use applications, reset passwords, and enter tickets into the system, and finally escalating to the right individual or Tier on the team. They take pride in providing excellent customer service via e-mail, ticketing and telephone systems. This role will also be responsible for creating/terminating/suspending team member accounts in different applications, following up on equipment and updating applications based on modifications to the Client List. Always helping with documentation needs and handling inventory tracking issues and communications as needed.

We are seeking Support staff that have:

• Sharp people skills & initiative
• Ability to be positive and outgoing, a very helpful person that at times may be under a lot of phone and ticket load or stress.
• Help the department on clerical/administrative/documentation/record keeping and help keep records up to date.
• Be able to juggle multiple things at once and get back to long-term request.
• Providing input into solving repeat issues to prevent future issues.
• Strong oral and written communication skills
• Ability to communicate with others that are not as technical to explain the technical issues
• Help train end users on Action systems.
• Be a very respectful gatekeeper to the technical staff you support.
• The triage team is responsible for never leaving the phones go unanswered. Being able to handle multiple lines at once is also crucial.
• Commitment to following up on all issues in a timely manner.
• Familiar with working in a fast-paced environment where resolving issues is crucial to the success of the company.
• Being able to help other technical staff with follow-up as you have time is a great added benefit. (Reverse escalation)
• Commitment to thoroughness
• Completing tasks and not leaving out details.
• A great memory for random facts and people. Details of who you helped last week with what and even as far back as last month are a great benefit to this role.

Essential Duties and Responsibilities:

• Configure computer equipment including desktop computers, laptop computers, printers, and networking devices.
• Provide basic training for users.
• Respond to telephone calls, emails, and requests from personnel.
• Install, upgrade, and support PC software applications.
• Install computer equipment including desktop computers, laptop computers, printers, and networking devices.
• Document, track, and monitor the problem to ensure a timely resolution.
• Manage new hire and termed user accounts.

Required Skills:

• 1 -3 years of technology support experience
• Familiarity with Help Desk practices (ticket systems, team environment, etc)
• Experience with remote troubleshooting
• Rely on instructions and pre-established guidelines to perform the functions of the job.
• Know the basic components of PCs and understand how they operate.
• Experience with setups that include VPN, RDS, etc
• Knowledge in Microsoft Exchange 2010/2013 & Active Directory Users and Computers
• Advanced MS Office Suite (Word, Excel, Outlook) skills
• CompTIA Net+ Certification or comparable
• An associate degree (desirable)

Action Property Management is an Equal Opportunity Employer and supports a Drug Free workplace.