Joseph Lavern

Information Technology Help Desk Technician @BIRKENSTOCK

Novato, CA, US

Provide support to end users on a variety of issues.• Identify, research, and resolve technical problems.• Use excellent customer service skills and exceed customers’ expectations.• Track, route and redirect problems to correct resources.• Setup new user accounts, hardware, software and user orientation.• Manage and track IT asset inventory.• Setup or modify IT equipment located in the Novato office, including cable management.• Assist with audio visual needs in all Novato Office Conference Rooms.• Be part of the team rotation for being on-call for infrequent after-hours user and system issues.• Train end users as appropriate.• Create internal and user documentation.• Work directly with users and IT staff on day-to-day computer systems issues.• Act as backup support personnel for other systems as required.• Participate in projects as required.• Ensure proper recording, documentation and closure of help desk tickets.• Recommend procedure modifications or improvements.• Ability to work independently using checklists/documentation.• Maintain a high level of organization and keep our common work areas neat and orderly.

Hartnell College

Associate's degree