IT Service Desk Technician

IT Service Desk Technicians at our company in Santa Ana are responsible for responding to and resolving IT service requests using the Jira Service Desk ticketing system. This includes documenting incidents, troubleshooting tier one technical problems, and providing guidance to users on IT-supported systems, ensuring a smooth operational flow.

To qualify for the IT Service Desk Technician position at our Santa Ana location, candidates should have at least two years of experience in PC hardware support, along with a high school diploma or equivalent education. An AA or bachelor’s degree with an emphasis in IT is preferred, showcasing the importance we place on education and relevant experience.

Successful IT Service Desk Technicians must possess strong problem-solving skills and proficiency with Microsoft M365 applications. Excellent written and verbal communication skills and a commitment to customer service are also vital for this role, as you will be interacting with team members daily.

Yes! After completing an initial 90 days on-site training, IT Service Desk Technicians are eligible to work remotely one day per week, allowing for a better work-life balance while still providing excellent support to our users.

The position of IT Service Desk Technician entails some physical requirements such as the ability to sit or stand for prolonged periods, occasionally lift or move up to 20 pounds, and perform tasks that may require bending, stooping, or kneeling under desks. These elements are essential for effectively managing the office environment and assisting with hardware.

When prioritizing tasks in the role of IT Service Desk Technician, it’s important to assess the urgency and impact of each request. High-criticality issues affecting multiple users or key systems should take precedence over minor issues. Effective communication with users about their concerns can also help in managing expectations.

Describing a specific instance where you had to troubleshoot a difficult issue showcases your problem-solving skills. Detail how you approached the problem, the steps you took to resolve it, and what tools or resources were used to find a solution.

Highlighting your experience with the Jira Service Desk, explain the types of tickets you’ve managed and your familiarity with the reporting and documentation processes within the system. This demonstrates your readiness to engage with our tools effectively.

Handling conflicts with frustrated users requires empathy and good communication skills. By actively listening to their concerns and reassuring them that you are there to help, you can defuse tensions and work collaboratively towards a solution.

When troubleshooting a hardware issue, start by gathering detailed information about the problem. Next, assess the device, check cables and connections, and systematically eliminate potential causes. Documenting the process and following up with the user is key to ensuring resolution.

Staying informed on IT trends can involve subscribing to industry blogs, participating in webinars, and engaging with online communities. Highlight your proactive approach to professional development and how it benefits your role as an IT Service Desk Technician.

Mention specific tools you’re familiar with, such as monitoring software, performance metrics tools, or diagnostic utilities. This indicates your hands-on experience and capability to quickly address technical issues.

Explain your process for regular and proactive documentation, including updating tickets with resolutions, maintaining knowledge base articles, or conducting ongoing reviews of documentation effectiveness.

Sharing what you find rewarding in this role shows your passion for helping others. Discuss moments of satisfaction you’ve experienced when resolving issues or contributing to team success through your support.

This is your chance to express genuine interest in the role and company. Mention specific aspects of the company culture, growth opportunities, or initiatives that resonate with you and align with your career goals.