IT Helpdesk Technician II

  • Division: Corporate
  • Location: Corporate Headquarters 4700 Lang Ave McClellan, CA 95652
  • Recruiter: Rhonda Godinez
  • Email:
  • Description:   IT Helpdesk Technician II is an entry-level customer service oriented person with limited enterprise Helpdesk experience. You will be responsible to provide exceptional first touch computing and communication support to Villara employees. You will also be responsible for mobile phones, asset tracking, request tracking, and reporting on areas entrusted to this employee.                                                                                                                                      ESSENTIAL FUNCTIONS
    • Provide first point of contact for all phone and email requests related to computing and communications systems
    • Answer phone calls, help employees to resolve application, phone, printer, or computer problems
    • Maintain record of all helpdesk tickets, including telephone calls, sessions, e-mail, etc. and resolution of each issue
    • Elevate complex issues/problems to appropriate resources, including third-party vendors, track progress, and ensure timely resolution of end user issues
    • Provide high level of continuous communication to IT customers on reported issues
    • Configure and install new or replacement Windows based PCs, laptops and network printers
    • Provide exceptional support to mobile users
    • Enterprise software user administration as permitted by IT management
    • Contact hardware vendors for warranty replacement/repair
    • Maintain inventory supplies (toners, peripherals, etc…)
    • Maintain and update an internal knowledgebase of resolutions to reported problems
    • Troubleshoot and correct problems either through onsite visits or remote access
    • Provide technical solutions to help improve workflow
    • Participate in Villara training programs as assigned by IT management
    • Work in a productive and safe manner without sacrificing quality
    • 1 year computer support experience, or two-year degree (A.A./A.S.)
    • A+ or N+ Certification preferred.
    • Excellent communication, organizational, and collaborative problem-solving skills
    • Excellent service demeanor to support the technical needs of a user group with minimal technical knowledge
    • Full understanding of desktop, printer, and scanner hardware
    • Basic networking knowledge (TCP/IP, DHCP, DNS, VPN, Wireless)
    • Working knowledge of MS Office Suite preferred
    • Ability to carry up to 60lbs

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