Helpdesk Technician, Tier 1

Under supervision from the Supervisor of End-user Services, the Desktop Support Technician position is designated to provide the organization with a consistent service level supporting the Mitchell1 desktop environment.   Primary responsibilities will encompass workstation support, image creation and documentation, break-fix of desktops and warranty part replacement.  This is a front-line support position responsible for internal customer support that requires strong customer focus and ability to translate technical terms into non-technical language.

This is a full-time, on-site role located at Mitchell 1’s San Diego headquarters, Monday through Friday. The position is a one-year contract.

Hourly rate: $31–$33, commensurate with experience.

Primary Responsibilities:

1. This position is highly visible to the organization and requires a professional demeanor.
2. Directly responsible for the implementation and documentation of Mitchell1 desktop standards.
3. In concert with other IT Operations team members, assist with implementation of organizational standards.
4. Provide support to local, travelling and remote users.
5. Produce documentation on specialized procedures and standard processes.
6. Ensure IT support issues are resolved in an efficient and timely manner.
7. Performs special projects/other duties as assigned.
8. Within day to day activity enforces all IT Operations, Policies and Procedures.

Experience and Educational Requirements:

1. 1-3 years in a desktop support role.
2. Strong problem solving ability, extremely detail oriented
3. Possess effective oral and written communication skills.
4. Must have the ability to meet tight deadlines and work under pressure; be resourceful, and understand when to escalate and seek assistance.
5. Must be experienced in:

• MS Windows 11, Office 365, Active Directory.
• MAC OSX
• IP Phone based unified communications (Cisco preferred)
• Basic networking
• VPN
• Multi Function Printers
• Mobile devices, Android and Apple