Job Details

IT Help Desk Technician



Required Skills


Infinity Consulting Solutions, Inc


2 to 4 Year(s)

Job Description


Santa Ana, CA

ICS is hiring an IT Help Desk Technician in Santa Ana, CA! This position is the critical first line of support for external customers who use the Client's proprietary software applications. Awareness of urgency is required.

As a member of the SMS Team, you will be providing timely support by responding to and diagnosing problems for through discussion with users.

Support includes problem recognition, research, isolation, resolution and follow-up steps. Interaction with higher level support to identify and correct core problem.

Simulates or recreates user problems to resolve operating difficulties.

By utilizing Knowledge Centered Support "UFFA”, initial problem recognition, and quick determination of appropriate resolution or escalation while ensuring an excellent customer service experience supports your success on our team.

Joining our dynamic, fast paced work environment is an excellent career step for you.

What You'll Do:

Assist in maintaining Help Desk e-mail, by reading, opening/documenting information into tracking tickets and escalating to proper person or department.

Provide user administration and application support for supported applications

Escalate User rights issues and employee setup issues to application Administrators

Document all calls in ticketing program.

Support customer inbound requests through phone, self-service and other channels as developed by Service Desk.

Provide accurate and creative solutions to customer problems to ensure quick restoration of customer productivity. If the issue cannot be resolved within a certain timeframe, proper escalation is crucial.

Acquire and maintain current knowledge of relevant environments (software and hardware) and support policies in order to provide accurate solutions to customers.

Skills/Experience You'll Need:

Associates Degree in a related field or the related work experience

2+ years of IT Support experience

Application support experience

Preferred Certifications: A+, HDI, KCS or ITIL

Availability to do After Hours support – weeknights and weekends as needed on a rotational basis

Help Desk Support
Business Services

No Preference
Contract Only

Candidate Requirements

Walkin Information

Recruiter Details
Doug Klares
1350 Broadway, Suite 2205, NEW YORK-10018, NY