Helpdesk Technician

at  Optima Tax Relief

POSITION SUMMARY

The Helpdesk Technician for Optima Tax Relief, LLC (Optima) is located in the Santa Ana, California office and reports to the Director, Information Technology. Optima’s Information Technology (IT) Department is vital in supporting Optima’s personnel company-wide. They work effectively with all Optima departments, providing technical assistance and training. Optima’s IT team helps maximize the performance, efficiency, and reliability of all processes and technology necessary for Optima’s business operations across all departments.
The Helpdesk team is a vital part of our company, and as part of that team you will be providing technical assistance, responding to queries, writing training material, training users, completing tickets and managing and maintaining the hardware/software for all users in the company. Daily you will be working with not only standard users, but with the executives and department heads of the company and will be expected to deliver exceptional/outstanding customer service. This role must also champion Optima’s culture and Core Values and help to deliver the best customer experience.

EDUCATION AND EXPERIENCE REQUIREMENTS

High school diploma or equivalent education required
Minimum 1 year of professional IT helpdesk or equivalent experience
1 year Technical Support experience to include Ticketing System, Active Directory, Azure Active Directory, Exchange, and replacing hardware

KNOWLEDGE, SKILLS,& ABILITIES

Demonstrated flexibility and adaptation to changing priorities
Strong Multitasker with ability to Manage a Heavy Load of Helpdesk Support Tickets
Customer Service driven with the Ability to Build Relationships
Excellent Organizational, Written, and Communication Skills
Customer Service driven with the Ability to Build Relationships
Ability to remain Focused and Productive in a Fast-Paced Environment
Strong Work Ethic and Committed to Excellence
Team Playe

THE ESSENTIAL FUNCTIONS INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

• Manage user deployments, transfers, and terminations.
• Assist with company-wide implementations.
• Answer incoming requests by phone, email, tickets, and in-person.
• Create training material for users, and other technicians.
• Identify and escalate situations requiring urgent attention.
• Research issues, using all available resources.
  Maintain and troubleshoot all hardware and software issues, such as, but not limited to; PC’s, Printers, Scanners, Tablets, Laptops, and Faxes.
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• Perform duties on-site at Optima premises.

• Other duties as assigned based on department and/or company operation and/or business needs.
  In order to be provided the essential training required to be successful in this role, it is mandatory that you are present for and complete all essential/initial training onsite for up to 5 business days (unless prior management approval is provided). Please note that additional onsite training may be required depending on business need.