Technical Services Support Representative

US-CA-San Diego
Job ID
Information Technology
# of Openings


This position will provide help desk services to all External and Internal help desk calls and tickets.  Main responsibility will be to determine the best way to solve an issue which would include interaction via the phone/Skype/WebEx or email.  Solving the issue themselves or forwarding the issue to the appropriate department or person for timely problem resolution and customer response.  This person will also be responsible for other hardware and software (telephones, cell phones and printers) support for internal staff.  This position will be current in all data processing procedures.

Essential Duties

• Provide tier-1 support for all help desk calls and emails both Internal and External
• Strong customer service skills in responding to help desk requests
• Ability to effectively communicate technical subject matter to non-technical users
• Mitigate, promote and be conscious of security issues.
• Proper logging and categorizing of each help desk request in the help desk ticketing system
• Prioritize and route help desk requests
• Create and manage user accounts/permissions in Active Directory
• Manage security groups in Active Directory
• Install and configure company required software
• Assist customers with accessing online ordering system
• Perform basic maintenance duties on the AS400 (loading tape, unlock users)
• Create and maintain online user manuals and installation material as directed
• Manage print queues and connectivity issues
• Schedule and setup video conferencing equipment
• Add/change and deploy our MDM application to cell phones.
• Setup email accounts on any cell phone platform (iOS, Android, Windows Phone)
• Perform daily system monitoring of specified systems
• Maintain and monitor DLO backup system and LanSweeper.
• Responsible for the Verizon cell phones adds/changes and replacements.
• Deploy and monitor operating system and application updates, patches, and configuration changes.
• Keep current with system enhancements (software and hardware upgrades) that will improve the performance and reliability of the systems they are responsible for
• Setup up PCs or laptops for deployment, which includes transferring user information
• Ensures onsite and offsite backups are running as scheduled.
• Works closely with other members of the Information Technology team in support of the success of the team’s duties and responsibilities.
• Assists in implementing practices that will more effectively utilize IT resources
• Attention to detail in reviewing content quality and testing for projects that have been assigned
• Works during non-business hours, such as evenings and weekends when needed, to not effect production systems.
• Other duties as assigned.


• BS degree in Computer Science/ Information Systems or 1- 2 years’ experience in a technical support position that demonstrates the ability to perform the key responsibilities of this position
• Proficient in Microsoft Office 2007-2016 Suite
• Experience working with Windows 2007, 8, 10
• Mac experience is a plus
• Familiarity with Windows Servers
• Knowledge of Active Directory and Exchange 2013
• Basic understanding of network concepts (LAN/WAN, Wireless, VPN)
• Basic understanding of MDM (mobile device management)
• Strong interpersonal skills; willing to go the extra mile to resolve an issue
• Ability to work independently or in a group environment.
• Self-starter and capable of working effectively with interruption.
• Ability to multi-task and prioritize by need several issues.
• Able to lift and carry up to 50 lbs.
• SharePoint experience preferred.


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