Help Desk Support Technician – Tier 1

Corporate Office in Los Angeles, CA

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About the Opportunity

We are seeking an IT Service Desk Technician who possesses a passion for providing first class customer service and demonstrates superior communication skills. This role will provide ‘initial response’ technical support for incoming questions related to IT related employee onboarding questions, network and application access, and hardware related issues.

Opportunity Requirements

  • Previous customer service experience (IT help desk preferred)
  • Excellent customer service skills
  • Experience troubleshooting Windows based operating systems
  • Desktop and Laptop support experience
  • iOS Support Experience
  • Excellent written and verbal communication skills
  • Patient; detail oriented
  • 1-2 years’ experience
  • Bachelor’s degree is preferred but not required

Summary of Responsibilities

The core responsibilities of this position include, but are not limited to the following:

  • Serve as the first point of contact for customers seeking technical assistance in person, via phone or e-mail following established troubleshooting procedures
  • Create Help Desk tickets for incoming calls and emails in the IT ticketing system
  • Diagnose and resolve Tier 1 technical hardware and software issues
  • Effectively advise and assist customers to understand the cause of the issue
  • Identify and escalate situations requiring urgent attention, direct unresolved issues to the next level of support personnel
  • Assist with new hire system setup and access
  • Work with vendors and internal stakeholders to ensure accurate, effective training content
  • Basic Audio-Visual Support
  • Basic Mac Support
  • Basic understanding of Networking Concepts
  • Occasional travel required
  • Other duties as assigned

Apply for this Position

To apply, email HumanResources@kilroyrealty.com. Please include the position title in the subject line. No phone calls, please.

EEO/AA/M/F/Vet/Disability Employer.