User Services Administrator I #15728 | Tetra Tech, Inc. | Irvine CA US

User Services Administrator I #15728 | Tetra Tech, Inc. | Irvine CA US


User Services Administrator I

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Operating Unit : TES

Location : Irvine CA US 92612

% of Travel Required : No

Career Level : Experienced (Non-Manager)

Education : Associate Degree

Category : Information Technology

Job Description :

Tetra Tech is a leading provider of consulting, engineering, program management, construction management, and technical services. The Company supports government and commercial clients by providing innovative solutions to complex problems focused on water, environment, energy, infrastructure, and natural resources. With 14,000 employees worldwide, Tetra Tech's capabilities span the entire project life cycle.

We are seeking a User Services Administrator / Support Technician for our location in Irvine, California.

As a support technician for our Enterprise Depot, you will serve as the single point of ownership for computer and software setup and delivery, including hands-on preparation of PCs and phone and email support for final setup steps for employees located throughout the United States and Canada. You will interact with both internal customers and other IT teams to ensure the highest level of customer satisfaction is achieved. You will interact with our vendors to assist in purchasing of computer accessories following company procedures.

 

You will also assist the help desk and provide support to end users on a variety of issues with excellent customer service. You will identify, research, and resolve technical problems. Assist in the installation, maintenance, and general support of systems and applications. Respond to telephone calls, email and personnel request for technical support issues. Document, track and monitor progress of each issue or deployment to ensure a timely resolution. Be familiar with standard concepts, practices, and procedures for PC setup and support. You must have the ability to work independently and to prioritize your workload according to the enterprise’s needs.

 

If you are looking for an entry level IT position working with customers in a dynamic environment, this is the job for you!

 

Training:

On-the-job training will be provided for our deployment process, accessory ordering procedure, and help desk ticket system.

 

Your responsibilities on a daily basis:

·         Unbox and prepare PCs for deployment using imaging and software installation systems

·         Track each deployment and document work using Cherwell ticket system and company procedures

·         Provide final setup support via phone and email to staff across the US and Canada

·         Provide a level 1-2 technical support;

·         Using established procedures, provide first responder support for IT services (incidents, service requests and requests for information)

·         Diagnose and apply the required solution and by provide guidance using common troubleshooting techniques;

·         Provide detailed information for work performed in the request notes;

·         Apply escalation procedures when no workaround solution is found;

·         Keep track of the incident to help ensure request is routed to the appropriate team and, where applicable, keep requester informed of progress;

·         Monitor the progress of the request and inform the requester of the progress of their requests by providing effective diagnosis and solution;

·         Participate in upgrading the knowledge base (procedures, operational instructions);

·         Contribute to the resolution of problems and their documentation as well as the establishment of temporary or permanent solutions in investigating, diagnosing and testing different solutions;

 
Job Requirements

·         College degree in computer science or equivalent experience;

·         1-3 years of technical support experience;

Language:

      ·  Primarily English spoken and written;
·  Spanish, French, or other languages are a plus

                  ·  CompTIA A+ or other certifications are a plus

 

      Your skills:

·         Excellent customer services with the ability to assist users over the phone.

·         Previous phone support experience is required.

·         Ability to move semi heavy boxes is required

·         Functional knowledge of call center management tools based on ITIL, such as Cherwell;

·         Knowledge of ITIL processes;

·         Experience installing and troubleshooting desktop and laptop operating systems and applications ( PCs, mobile devices, knowledge of software, hardware, MS operating systems, and accessories / peripherals including printers);

·         Working knowledge of network/server components, information security principles/practices, remote connectivity tools;

·         Knowledge of Microsoft environments ;

·         Good Working knowledge of requirements to support and provide end user break/fix issues for  Office and Engineering applications: Access, Power Point, Word, Excel, electronic email (Microsoft Exchange), AutoCAD, ESRI, etc;

Additional Skills:

·         Strong customer service orientation;

·         Analytical mind, skill of prioritization;

·         Ease of communication;

·         Team player;

·         Professional and patient demeanor

·         Methodical attention to detail.

 

 

 

Job Code : TES-UserServAdministrator-EA 

 

 

https://tetratech.tms.hrdepartment.com/jobs/15728/User-Services-Administrator-IIrvine-CA?lcid=en-US