IT Service Desk Specialist - Tier 0

Tier 0 IT Helpdesk Full Time On-site Pay: $21.25 per hour plus benefits Location: Pasadena, CA - NASA JPLICE Overview / Responsibilities

• Responsible for providing support to end-user community on hardware, software and network related problems, questions, and use. Provides resolutions to out of the ordinary issues for users. If unable to diagnose problem, will work with Help Desk Management to diagnose and resolve problem. Responds to tier two and higher trouble tickets. Ensures problem ownership and promotes end-user satisfaction. Closes activities of tickets assigned. Performs other duties as assigned which may require specific physical abilities. Requires Bachelor’s Degree (in Computer Science or related field) or equivalent, and two to four years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and troubleshooting of computer systems.

Requirements

• Provides basic application and/or hardware support to Service Desk callers.
• Provides basic application and/or hardware support to Service Desk callers. Such support is characterized by actions that include, at a minimum, the following: answering calls; escalating calls to the appropriate support team in the event they are unable to resolve; create and maintain an incident ticket; ensuring and verifying device functionality and service availability; provides callers with solutions at least to the level provided in the Knowledge Base (KB); provides support for more complex issues and/or subject matter expertise on application software and/or hardware and may include an escalation of the Service Desk (SD) call to other JPL IT service providers.

Education Requirements

• Bachelor's Degree (in Computer Science or related field) and zero to two years of related experience may be considered in lieu of additional years of experience with a High School Diploma.

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