Desktop Support Specialist Job at Tucker Parker Smith Group (TPS Group), Los Angeles, CA

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  • Tucker Parker Smith Group (TPS Group)
  • Los Angeles, CA

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.

Job Tags

Contract work, Work at office, Monday to Friday, Shift work, Night shift, Day shift,

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