General Description:
The Service Desk Technician serves as the first point of contact for customers seeking technical assistance and coordinates escalation for issues.
Essential Duties:
Provide a friendly and professional point of contact for customers for any problems or concerns
Perform initial troubleshooting of tickets
Stage and configure end user workstations
Maintain accurate inventory of assets and consumables
Deliver prompt professional service, response, and timely resolution to all requests for services
Handle incoming calls, walk in customers, and incoming tickets
Liaise with wider team members to ensure ticket resolution
Required Skills:
Exceptional customer service and communication skills
Exemplary attention to detail
Ability to work under pressure and deal with challenging situations
Experience with Windows and/or MacOS operating systems
Some experience with hardware and software support
Experience configuring and troubleshooting Microsoft Office applications on Windows and/or MacOS
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
Required Education:
A degree in a relevant technical field is desired, but not required.
Physical Requirements:
While performing the duties of this job, the employee is occasionally required to stand, climb, stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 50 pounds.
Special Requirements:
This position is 100% on-site. Responsibilities sometimes require working evenings and weekends, in some cases with little to no advance notice. This position will rotate between HRL locations in Calabasas, Camarillo, Malibu, and Thousand Oaks, CA.
This position requires that the applicant selected be a U.S. citizen and be able to obtain and maintain a security clearance.
This position requires that the applicant obtain a DoD 8570.01-M IAT Level II certification (e.g., CompTIA Security+, CySA+) within 12 months of hire.
Compensation:
The pay range for this position is $31.54 - $38.48 per hour + bonus + benefits.
Our ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range during the hiring process. Please note that the compensation details listed reflect the base salary only, and do not include potential bonus or benefits.
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What the Team is Saying
What We Do
HRL's scientists and engineers are on the leading edge of technology, conducting pioneering research, providing real-world technology solutions, and advancing the state of the art. We continue to be recognized as one of the world's premier physical science and engineering research laboratories.
Why Work With Us
Our success is the result of our collaborative team of researchers, many of whom are the leading experts in their fields. Through their insights in support for our customers, we are finding the unique opportunities in technology.
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HRL Laboratories Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Hybrid Policy is role specific.
