Job Description

Job Description

Service Desk Agent (Tier 2 – 3rd Shift)

Location: Los Angeles, CA (Remote – Must be with 100 miles of LA)

Shift: 3rd Shift (11:00 PM – 7:30 AM)

Contract to Hire Opportunity

Pay: $25-$27/ HR

*Please do not apply if you are 100 miles outside of LA area.

Training will occur on day shift (Monday – Friday, 8:00 AM – 4:30 PM) for the first few weeks

Position Summary

Our client, a leading private university in Los Angeles, CA, is seek a Service Desk Agent to join their team and provide Tier 2 technical support for end users across their hospital and clinic locations. This role is responsible for handling inbound tickets and calls, resolving escalations, and triaging complex issues to higher-level engineers. The Service Desk Agent supports workstations, servers, virtualization, printers, networks, vendor-specific hardware/software, and clinical application software suites.

This position requires strong technical troubleshooting abilities, excellent communication, and customer service skills. The Service Desk Agent ensures issues are resolved in a timely manner while following IT processes, escalation procedures, and service level agreements (SLAs).

Key Responsibilities

• Serve as the first point of contact for IT-related issues via phone, email, voicemail, and walk-ups.
• Provide Tier 2 support for hardware, software, networking, printers, mobile devices, and clinical applications.
• Accurately log, update, and close tickets using the Footprints ticketing system, ensuring SLA compliance.
• Interview users to gather details, lead them through diagnostic procedures, and provide timely resolutions or escalations.
• Provision and update user accounts in Active Directory and other enterprise systems.
• Perform software installations and updates via Active Directory and SCCM.
• Deliver remote support using GoToAssist and SCCM.
• Configure and troubleshoot email on multi-platform mobile devices.
• Provide basic end-user training on Microsoft Office and related applications.
• Assist in acquiring, installing, and maintaining hardware, software, and peripheral devices.
• Escalate unresolved or high-priority issues to senior technical staff and leadership.
• Document solutions, processes, and procedures; assist with training and mentoring IT staff when needed.
• Recommend process improvements to enhance IT service delivery.

Minimum Qualifications

Education: High School Diploma required; Associate’s Degree in IT or related field preferred.

Experience:

• Minimum 3 years in IT, including at least 2 years in Service Desk/Help Desk Support.
• Call center experience, handling 30+ tickets daily.
• Direct experience in healthcare IT (required).

Technical Skills:

• Strong knowledge of Windows OS, Active Directory, SCCM, and common business productivity applications.
• Ability to diagnose and resolve workstation, server, and network issues.
• Experience providing remote support using GoToAssist or similar tools.

Please submit your resume in Word or PDF format to be considered.

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