Mitchell International, Inc.

Help Desk Specialist 1-2

US-CA-Irvine
Job ID
17-7607
Type
Regular Hire

Company Overview

Mitchell International, Inc. is a leading provider of information and workflow solutions to the Property & Casualty Claims Industry and their supply chain partners. We solve interesting and complex problems that directly affect the customers our clients serve. We are constantly adapting to stay on the forefront of emerging technologies and we work diligently to maintain our position as a thought leader within our industry.

 

Job Description

  • Coordinates, diagnoses and troubleshoots incoming employee calls.
  • Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access.
  • Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.
  • Provides case status updates to management and end-users.
  • Supports and maintains effective relationships with users.
  • Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support.
  • May be internal or external, client-focused, working in conjunction with Professional Services and outsourcing functions.
  • May include company-wide, web-enabled solutions.

Qualifications

  • Associate's Degree or above required
  • Candidate must have experience in an enterprise corporate environment.
  • Experience with writing SOPs and knowledge base articles needed
  • Tehcnical expertise in the area of HP/Dell manufacturer platform to include knowledge of BIOS and driver updates.
  • Experience with hardware replacement such as hard drives, memory, keyboards on laptops and desktops.
  • Working experience with replacing and/or upgrading an end user from one system to another.
  • Must have experience imaging equipment; Microsoft SCCM preferred.
  • Must have proven track record in a high volume support desk with proven first call resolution.
  • Ability to utilize remote tools such as remote assistance and teamviewer.
  • Must have experience with MS Office 2010/2016 with expert knowledge of Outlook.
  • Strong knowledge of Windows 7 is required.
  • Candidate will provide technical support via phone and desk side to internal employees ranging from staff to executive level members, a professional demeanor is required.

 

Desired skillsets:

Experience with Windows 10

Symantec Endpoint

Symantec Encryption

Experience troubleshooting VoIP devices

 

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