Service Desk (Apple MAC/PC Tech) - Calabasas, CA

About the position

The Service Desk Analyst position assists staff with technical support of laptop and desktop computers, software applications, mobile devices, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position provides one-on-one deskside, over-the-phone, and remote consulting to Harbor Freight staff. This position also assists with maintenance and configuration of Apple Mac OS X systems and provides customer and technical support to the Executive Staff.

Responsibilities

  • Provide desktop support services and activities with a high level of customer satisfaction including: installation, configuration and ongoing usability of desktop/laptop computers, peripheral equipment, mobile devices and software.
  • Monitor Windows and Mac environments, identify and troubleshoot associated problems impacting performance and availability
  • Troubleshoot and resolve client network and application issues in accordance with our Service Level Agreements (SLAs)
  • Create, test and successfully run Windows and Apple automation scripts for enterprise deployments of software, updates and group policies in both test and production environments
  • Desktop image management for client systems
  • Create, follow and improve upon Standard Operating Procedures and Knowledge Base Articles.
  • Configure and troubleshoot MS Office applications for clients
  • Use Microsoft Active Directory to set folder/user permissions; add clients and workstations to the domain
  • Track hardware in company’s asset inventory
  • Address client-side performance and reliability issues across multiple locations
  • Properly configure agents to ensure reliable backup and recovery functions for client computers and laptops
  • Maintain and update documentation for assigned projects and systems
  • Assist in the implementation of telecommunications systems, including VOIP, cell phones and mailbox management
  • Provide high level support for Apple Mac OS X and iPhone/iPad iOS users
  • Provide “white glove” customer service and support for Executive Staff
  • Additional duties as assigned by management

Requirements

  • Technical support of laptop and desktop computers, software applications, mobile devices, and related technology.
  • Specification, installation, and testing of computer systems and peripherals within established standards and guidelines.
  • Interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
  • One-on-one deskside, over-the-phone, and remote consulting.
  • Maintenance and configuration of Apple Mac OS X systems.
  • Customer and technical support to the Executive Staff.
  • Monitor Windows and Mac environments.
  • Troubleshoot and resolve client network and application issues.
  • Create, test and run Windows and Apple automation scripts.
  • Desktop image management for client systems.
  • Configure and troubleshoot MS Office applications.
  • Use Microsoft Active Directory to set folder/user permissions; add clients and workstations to the domain.
  • Track hardware in company’s asset inventory.
  • Address client-side performance and reliability issues.
  • Configure agents to ensure reliable backup and recovery functions.
  • Maintain and update documentation for assigned projects and systems.
  • Assist in the implementation of telecommunications systems, including VOIP, cell phones and mailbox management.
  • Provide high level support for Apple Mac OS X and iPhone/iPad iOS users.
  • Provide “white glove” customer service and support for Executive Staff.

Benefits

  • Early access to pay
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Life insurance
  • Short-term disability
  • Long-term disability
  • 401k plan
  • Paid time off up to 236 hours per year (inclusive of PTO, floating holidays, and paid holidays)
  • Paid sick time up to 80 hours per year
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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