Remote Support Specialist

Remote Support Specialist III – Santa Monica

RAND seeks Remote Support Specialist to provide remote technical administrator support and expertise for Windows and Apple devices, Microsoft Office 365 applications, and other applications for enterprise use.

• A typical day would include answering inbound calls on an automated call distribution call queued and troubleshooting complex technical issues, making recommendations, installing software, and training customers on collaboration best practices.
• Work is managed and tracked through the Jira Service Desk and measured through Service Levels.
• Other duties will include supporting telephony, iPhones, developing managed knowledge articles, responding to email support requests and other duties as assigned by IS management.

Qualifications

Required Qualifications:

• Minimum 5 Years of experience troubleshooting technical issues working in a team environment.
• Excellent judgement, oral, listening, and written communication skills with the ability to effectively communicate with IS professionals, all levels of staff, management, and contractors.
• Proven experience with Windows and Apple computers, iPhones, network connected printers and IP telephones.
• Usage and training experience with Microsoft Office 365 applications.
• Incident and request fulfillment handling with a demonstrated sense of urgency.
• Enjoys providing great customer service in a feedback driven environment.

Great to Have Preferred Qualifications

• Jira, Confluence, Workday, NetIQ, BigFix, Jamf, Adobe and PowerShell experience.
• Project management experience.

Experience

• Minimum of 5 years of relevant experience to include roles with increasing responsibility and training.

Education Requirements

• High School Diploma or GED required.
• Bachelor's degree preferred.
• Related certifications preferred.

Security Clearance

• Must have the ability to obtain and maintain a security clearance.

Location:

• Santa Monica, CA (this is an onsite position