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We are looking to fill a contract to hire role for IT Service Desk analyst in Moreno Valley, CA.

Mode of interview: Webcam

Selected person will be responsible for answering, evaluates, and prioritizing incoming telephone, voice mail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies

Roles & Responsibilities

• Answers evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Logs and tracks call using Service Now (ticketing software) and maintain history records and related problem documentation.
• Interviews users to collect information about issues and lead users through diagnostic procedures to determine the source of error.
• Determines whether the problem is caused by hardware or software such as application, printer, cables, telephone, network, etc.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to other technical staff or supervisors.
• Responsible for the imaging of machines for new or current users to company standard build, using related software and images.
• Maintains image updates as needed; review and provide inputs to needed updates to images.
• Support Audio/Visual and conference rooms, support hardware and network systems, phone, projector, and video conference equipment.
• Ability to communicate any problems or issues, facilitate and track through an escalation process; work with peers to assist with resolutions.
• Provides status to management as requested.
• Writes or revises user instruction materials relevant to the supported user base.
• Responsible for primary IT support of facility; escalate issues when necessary to appropriate peers.
• Handles project-oriented tasks for service-related improvements, enhancements, and changes.
• Performs other duties as assigned.
• Comfortable on a scissor lift to troubleshoot elevated IDF closets, is comfortable in a warehouse environment.
• Ability to work remotely and without direct supervision as well as being a self-starter and task-driven.

Preferred Qualifications

Minimum Qualifications

• Setup, maintain and configure all wireless RF devices, (Honeywell based).
• Assist with the setup and configuration of all print services in the facility, (RF and hard-wired based).
• Manage printers within Oracle Applications and troubleshoot Oracle printer issues.
• Assist with setup, creation, and maintenance of required network accounts in AD, ADSI, M365, and WMS systems.
• Support and manage printers within Oracle Applications; troubleshoot Oracle printer issues
• Ability to troubleshoot and resolve issues involving SaaS-based WMS to include the interface between WMS, conveyor systems, and label application devices.
• Support Tech Services service software testing and work with the team to coordinate updates accordingly
• Troubleshoot and resolve Oracle applications issues, involving such modules as Work in Process, Customer Support, and Inventory.
• Familiarity with SQL * Plus queries and ability to run ad-hoc report requests from business users using Oracle SQL Developer reporting application.