The Los Angeles County Development Authority (LACDA) is a dynamic, innovative agency created in 1982 by the Board of Supervisors to generate affordable housing and economic redevelopment throughout Los Angeles County and participating cities. Funded primarily with federal grants, the LACDA is an industry leader in sponsoring new solutions to housing and forming partnerships with private and public agencies. To apply and find out more about the LACDA, please visit our web site at www.lacda.org.
As part of the Desktop Support team, the Desktop Support Technician provides technical and troubleshooting assistance related to computer operating systems, hardware and software, mobile devices, audio/visual equipment, and related peripheral equipment. The Desktop Support Technician must know how to research problems and provide workable solutions; perform first-level diagnosis and troubleshooting support to end-users; be able to work independently, receive calls and inquiries, provide support in accordance with established policies and processes, document incidents and resolutions, and as necessary, escalate complex incidents to second-level support personnel. Regular attendance is an essential job function.
Essential Job Duties
The Desktop Support Technician follows up with customers to ensure service requests are resolved, provide feedback to customers and IT management, and see problems through to resolution. The position requires excellent customer service skills to meet and exceed customers' expectations, ensure proper recording, documentation and timely closure of service requests. Recommended procedure modifications or improvements. Performs related duties as assigned.
Responsibilities for Help Desk Technician
Manage Help Desk tickets in a timely manner
Respond to customer issues via phone, email, or in person
Provide customer assistance
Document customer interactions
Run diagnostics to resolve customer reported issues
Install, modify, and repair computer hardware and software
Escalate issues to the proper team to assist with more complex issues
Install, make changes and repair computer hardware and software
Follow-up with customers to ensure issues are resolved
The ideal candidate must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language; be detail oriented; familiarity with a wide range of standard office automation products; must be able to learn and support new and quickly-changing technologies; strong client-facing and communication skills, customer service orientation, and excellent interpersonal skills. Ability to work independently and in a team setting.
Qualifications for Help Desk Technician
Three (3) years of experience in providing help desk support, hardware, software, network troubleshooting, basic operating system functionality; superior troubleshooting skills.
Microsoft Certified Systems Engineer designation, preferred
3+ years of experience working in a Help Desk environment
Flexibility to work overtime, irregular hours, and weekends as needed
Proficiency with Microsoft Windows and O365 products
Excellent oral communication skills
Detail oriented in order to maintain detailed notes on support requests
Highly organized to manage Help Desk requests are resolved promptly
Ability to diagnose and resolve basic computer technical issues
To receive credit for a four-year college or university degree or Master's degree, you must attach a Copy of College or University Degree or official transcripts that indicate graduation.
Please include a resume and cover letter with your application butnote that a resumecannotbe substituted for any section of the online application and/or supplemental application. Work experience must be supported by the experience in your application. "See resume" is not an acceptable answer.
Three (3) professional references must be included in the"Reference"section of the application at the time of filing.
NOTE: Salary compensation is Dependent on Qualifications (experience, education, skills and abilities). Initial salary placement is generally made at the beginning to mid-point of the posted range. New hires are not eligible to start at the maximum of the posted range.
Successful applicants must possess a valid California Class C Driver's License, an acceptable driving record and comply with the LACDA's Motor Vehicle Safety Policy during the course of employment.
Successful applicants must complete a background investigation, Live Scan fingerprint search, pre-employment physical and drug screening prior to appointment.
To be considered, all qualified applicants are encouraged to apply online. In the Work Experience section of your online application clearly describe your experience as it relates to the qualifications. Failure to provide this information may result in eliminating your application from further consideration.
For each job held, give the name and address of your employer, your job title, beginning and ending dates, and description of work performed.
Please answer ALL supplemental questions completely. If your application is incomplete, it may be rejected at any stage of the examination process.
Please include a resume and cover letter with your application but note that a resume cannot be substituted for any section of the online application and/or supplemental application. Work experience must be supported by the experience in your application. "See resume" is not an acceptable answer.
Three (3) professional references must be included in the "Reference" section of the application at the time of filing.
To receive credit for a four-year college or university degree or Master's degree, you must attach a
Copy of College or University Degree or official transcripts that indicate graduation.
Human Resources staff will notify all applicants of their application status via email. Important notifications including invitation letters will be sent electronically to the email address provided. You are responsible for monitoring correspondence from this office by checking your email account in a timely manner.
A first review of applications will be completed upon receiving a sufficient number of qualified applications. Those applicants whose qualifications most closely meet the needs of the position will be invited for the examination process.
DEADLINE: May 17, 2021 at 5:00 pm.
PLEASE SUBMIT YOUR APPLICATION IMMEDIATELY, THIS RECRUITMENT IS SUBJECT TO CLOSE AT ANY TIME AND WITHOUT NOTICE.