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Service Desk Tech II

Los Angeles, CA
Atrilogy Solutions Group is in search of a Service Desk Technician II to join our client in Los Angeles, CA. This is a 6+ month contract to hire that will sit onsite in Los Angeles, CA

A Brief Overview
The Service Desk team are key contributors to delivering excellent customer service to our clients users by having a strong understanding of IT Service Management and ITIL. The Service Desk Technician II is responsible for providing initial triage and Tier 1 support for technical incidents and service requests for enterprise services. Provides root-cause analysis, troubleshooting, support and escalation via phone and email to end users.
What you will do
  • Provides Intermediate troubleshooting and technical support through root-cause analysis, troubleshooting, support and escalation via phone, email and in person to end users.
  • Serve as first escalation point support for end users for technical incidents and service requests.
  • Provides proper handling of new Incidents and Request by performing incident investigation, diagnosis, troubleshooting support and escalation via clients Incident Management solution
  • Performs intermediate support of Identity Management, specifically account provisioning, modifying group permissions, modifying user license assignment, password resets/lock out, enable/disable accounts and update to contact information.
  • Provide excellent customer services by ensuring end users receive relevant communications and receive regular status updates on their incidents and requests.
  • Provide end users with education of Client’s IT services and training by understanding and aligning to their business requirements or connecting them with an appropriate matter expert
  • Assist with maintaining current and relevant Service Desk documentation, such as Process, Procedures and QA documentation.
  • Handle the installation and configuration of end point devices as per provided procedural documentation
  • Participate with other tasks, assignments or projects as assigned by manager or team

Education Qualifications
  • BA/BS Degree (4-year) (Advanced Degree Preferred) Information Systems, Computer Sciences or related technical field

Experience Qualifications
  • 2-4 years’ Experience in technical position with primary responsibilities in user support in a Microsoft environment, which includes Windows 7/10 and MS Office Suite 2013/2016/O365; focus on Outlook.
  • 2-4 years’ Experience managing Active Directory objects within Windows 2008/2012/2016 domain function level.
  • 2-4 years Experience in a technical position in a facility with standard network and server environment: of TCP/IP protocol, DNS, DHCP, WINS.
  • Experience supporting various mobile handheld devices such as Apple IOS and Android.
  • Experience supporting Office 365 services

Skills and Abilities
  • Must have knowledge and related experience with Help Desk / Service Desk best practices.
  • Strong understanding of troubleshooting basic TCP/IP issues, packet captures and traces.
  • Ability to persistently troubleshoot a problem through resolution, with extensive experience with Microsoft technologies
  • Contains good organizational and project management skills, including ability to organize time and work on multiple tasks and follow through to completion of task or project
  • Ability to learn quickly and work in a fast-paced environment
  • Excellent analytical and problem-solving skills including high degree of attention to detail and accuracy
  • Ability to follow a strict workflow process for QA and User Acceptance testing
  • Ability to lift and carry computer equipment
  • Ability to develop and maintain positive working relationships
  • Ability to work different shifts and extended hours as needed.
  • Ability to participate in rotating on call schedule.
  • Ability to speak and write clearly and concisely.
  • Requires personal transportation for job-related travel, as assigned
  • Foundational knowledge of the ITIL framework, and IT Service Management.
  • A+ Certification, MCP (Windows) and or MCSE is preferred
Licenses and Certifications
  • CompTIA A+ Certification Preferred
  • Microsoft Certified Systems Engineer (MCSE) Preferred

For immediate consideration please submit your resume in Word format, along with daytime contact information.  LOCAL CANDIDATES ONLY PLEASE unless you are willing to relocate yourself at your own expense.  Client is unable to provide H-1B Visa sponsorship at this time. All submittals will be treated confidentially.  Selected candidate may be asked to complete a comprehensive background, credit and/or drug screening.  Principals only, no third parties please.

Atrilogy Solutions Group, Inc. (est. 2000), in partnership with Peak17 Consulting (est. 2008), provides organizations of all sizes with high-quality, cost effective information technology (IT) staffing services. 
Atrilogy has been recognized by Inc. magazine as one of the nation’s fastest-growing, privately held companies. Headquartered in Irvine, California, Atrilogy also has offices in Denver, Phoenix, & Atlanta with satellite offices in Boston, Jersey City, Las Vegas, and Delhi, India.
Clients turn to Atrilogy for expertise in:
  • IT staffing and placement such as Project Managers, Agile/Scrum Masters, Business Analysts, DBAs, Software Engineers, Mobile Developers (iOS, Android), DevOps, Automation, QA, Systems & Network Engineers, Cyber Security / Information Security Specialists, ERP, CRM, Business Intelligence, Data Warehousing, Big Data and Creative (UI/UX, Web Design)
 Clients turn to Peak17 for expertise in:
  • Operational staffing and placement of Accounting/Finance, Human Resources, and Marketing professionals, as well as Information Technology resources.
Atrilogy Solutions Group and Peak17 Consulting are Equal Opportunity Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

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