Service Desk Technician

Malibu, CA /
Information Systems – Information Systems /
Regular
Based in Southern California with locations in Malibu, Calabasas and Camarillo; HRL has been on the leading edge of technology, conducting pioneering research and advancing the state of the art. 

DESCRIPTION:
The Service Desk Technician serves as the first point of contact for customers seeking technical assistance.
They will ensure that all employee IT equipment and services are in working order.

ESSENTIAL JOB FUNCTIONS
Escalate incidents with accurate documentation to suitable technicians, when required.
Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
They will perform troubleshooting through diagnostic techniques and customer communication, determining the best solution based on the issue and details provided.
Keep record of problems and their resolution leveraging provided ticketing system (e.g. ServiceNow).
Perform troubleshooting using different diagnostic techniques.
The technician will log and update inventory hardware assets and for department asset tracking.
This position will deliver prompt and professional service and response and timely resolution to all requests for services.

EXPERIENCE/KNOWLEDGE DESIRED
Experience in hardware and software support.
Experience with Windows desktop administration.
Experience configuring and troubleshooting MS Office applications on Windows and Mac OS.
Experience creating technical documentation for IT processes.
Familiarity with ticket tracking systems.
Experience with direct customer interaction with providing training and support to end users.

ESSENTIAL PHYSICAL/MENTAL REQUIREMENTS
Must possess excellent customer service skills.
Strong written and verbal communication, problem-solving, planning, and teamwork skills are required.

EDUCATION DESIRED
A degree in Computer Science, or related experience. Industry technical certifications are desirable but not required.

SPECIAL REQUIREMENTS
Responsibilities sometimes require working evenings and weekends, and in some cases with little to no advance notice. This position requires that the applicant selected be a U.S. citizen and be able to obtain and maintain a security clearance.

This position must meet Export Control compliance requirements, therefore a "U.S. Person" as defined by 22 C.F.R. § 120.15 is required. "U.S. Person" includes U.S. Citizen, lawful permanent resident, refugee, or asylee.
HRL offers a very competitive compensation and benefits package. Our Regular/Full Time benefits include medical, dental, vision, life insurance, 401K match, gym facilities, PTO, growth potential, and an exciting and challenging work environment.

HRL Laboratories is an Equal Employment Opportunity employer and does not discriminate in recruiting, hiring, training or promoting, on the basis of race, ethnicity, color, creed, religion, sex, sexual orientation, gender, gender identity, genetic information, national origin, physical or mental disability, pregnancy, medical condition, age, U.S. military or protected veteran status, union membership, or political affiliation. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

For our privacy policy please visit : www.hrl.com/privacy