Job Description:

Description

Essential Duties And Responsibilities

(Percentage of time for each major category is a rough estimate and changes regularly depending on workload, special projects supported, etc.)

- (15%) Provide first tier telephone and system expert customer support for all CCRC technologies. Support includes:

- Provide accurate and timely IT Service Desk work order management meeting CCRC Service Level Agreements utilizing ITIL-based service management platform.

- Provide expert, customer service-focused phone call support for all technology related questions, requests for information, service troubleshooting, and resolutions.

- Independently document, track, monitor, follow-up, and report on work order queue resolutions while providing very timely and responsive professional solutions.

- Provide timely and detailed technical escalations to Tier 2 IT engineering staff to ensure timely resolution.

- (40%) Independently provide hands-on technical expertise and decision making providing installation, maintenance, and expert troubleshooting with all agency voice, video, and information technology systems to include, but not limited to:

- VMware Virtual Desktop Infrastructure (VDI) workstations - Must be familiar with Virtual Machine technologies

- Multi-function and Desktop Printers - Monitor, troubleshoot, and resolve enterprise-wide printing capabilities. Coordinate Tier 3 vendor support when required.

- Microsoft Windows-based Desktop PCs, Laptops, Tablets - Perform system installs, troubleshooting, and in configurations complying with CCRC standards.

- Microsoft Active Directory account administration (permissions, passwords, etc.)

- Microsoft Office 365 user administration and support

- Cisco network environment patching and desktop-level network troubleshooting.

- Cisco Unified Communications desktop phones troubleshooting, installation, and network configuration.

- Laserfiche desktop scanning station support and troubleshooting.

- Extron Audio-Video system setup, troubleshooting, and support.

- Small Meeting Room Audio-Video system setup, configuration, troubleshooting, and support.

- (15%) Provide unsupervised installation, configuration, troubleshooting, and resolution of CCRC approved applications and operating systems on approved hardware.

- (5%) Provide basic computing and application technical education to staff on office and other unique software applications.

- (5%) Provide Tier 1 technical expertise and support to IT Engineers (Server, Storage, Network) and other technical staff in resolving technical issues and supporting special projects.

- (5%) Monitor and troubleshoot enterprise technology issues using Orion Solarwinds Network monitoring tools in addition to other antivirus, device scanning, and environment monitoring tools.

- (5%) Provide cellular phone support and service to include device activations, Airwatch MDM implementations, troubleshooting, and replacements.

- (5%) Maintain IT Bench Stock and Sparing to meet standards while making timely ordering and delivery to CCRC staff.

- (5%) Without supervision, support after-hours and weekend events for planned and unplanned maintenance and support needs.

Non-Essential Duties And Responsibilities

These duties include tasks that are required, but currently comprise of less than 5% of the daily workflow for this job:

- Participate in departmental, agency and professional meetings and workgroups, as assigned.

- All other duties that may be required, as part of the essential functions of the job, as assigned.

Job Specifications

- Associates degree (Bachelor's degree preferred), or equivalent years of education/training, in Computer Science or related field.

- A+, Security+ Certifications (preferred)

- Microsoft Certified Professional (current) (preferred)

- VMware VDI Certification (highly desired)

- ITIL Certification (desired)

- Four (4) to Six (6) years of IT Service Desk support experience (call and hands-on) in a VMWare VDI / Windows 2010 environment supporting 800 users in a geographically separated region.

- Strong working knowledge of Microsoft Office 10 (or newer) application suite.

- Working knowledge of local area network and TCP/IP protocol.

- Excellent verbal and written communication skills.

- Hands-on experience on PC and VDI hardware troubleshooting.

- Ability to work in a team environment with excellent team communications.

- Ability to lift, move, and install computer equipment.

- Valid California Driver's License, reliable transportation, automobile insurance, and clean DMV record required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c).

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