Job description: The Engineer I - Desktop Support is an IT professional who helps users resolve issues with computer hardware, software, or infrastructure. They respond to users inquires (phone, chat, or self-service) assess problems and issues with IT equipment and applications and help resolve issues with known solutions (documentation and Knowledgebase). They also work closely with other IT department personnel to aid on tasks and issues that are outside the scope of their knowledge or expertise.
Please note that this position requires passing a California Law Enforcement Telecommunications (CLETS) background check, and authorization to work in the United Stats (see below for specifics)
Job duties: - Field Incoming EUC request from end users by either phone, self-service, or other standard communication channels; thoroughly documenting customer needs / issues within the service tracking tool.
- Resolve Incidents and Requests based on known solutions using various support and remote login tools; ability to assimilate problems with solutions and communicate or implement to resolve issues or fulfill requests.
- Utilize, create and maintain Knowledge Base articles used in troubleshooting, resolving and routing incident and requests.
- Partner with other IT functions to assist in support of customers; routing incident/request tickets, working directly with other staff to facilitate service and investigate issues.
- Creating, maintaining and retire user access and login accounts and application access.
- Act as a liaison between customers and technical escalation teams
- Act as a mentor to junior members of the team
- Able to act independently as needed
Education and Experience: - HS Diploma
- 1-2 year customer service experience
- 1-2 years' experience supporting an IT call center
- Working knowledge of Active Directory
- Working knowledge of TCP/IP protocols
Work Environment: The noise level in the work environment is usually moderate as the employee works in an office setting, at an individual work station, using telephone and computer
Physical Demands - Must be able to remain in a stationary position for most of the day
- Constantly operates a computer and other office productivity machinery, such as a printer/copy machine
- This position needs to occasionally move about inside the office
- The person in this position frequently communicates via telephone
Avenu Summary Avenu provides local governments with ways to achieve more predictable revenue that supports growth, fuels modernization and ensures compliance with mandated but underfunded programs. Avenu's revenue enhancement and administrative solutions find and recover license, permit and other taxes that cities and counties struggle to collect. The insights and improved fiscal posture enables governments to deliver expected services and sustain a high quality of life for residents.
Avenu is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.