End-User Support Tech

SUMMARY:

The End-User Support Technician (EST) role is responsible for implementing maintenance tasks as outlined below, providing technical customer service support to end-users within the SCCS organization, including troubleshooting and repairing issues relating to computers and business equipment.  The EST is required to be pro-active in resolving all IT-related issues by "interviewing" users experiencing IT issues as they come up to achieve resolutions to problems as quickly as possible.  

GENERAL REQUIREMENTS:

Education/Experience

1. Bachelor's Degree in a computer-related field preferred, or the equivalent education and experience.

years of relevant work experience preferred.

Licensure, Registration, Certification

1. Valid CA driver's license and proof of automobile insurance.
2. Completion of CPR/First Aid certification within the first thirty (30) days of employment.
3. Microsoft or IT related certifications preferred.

Requirements

KNOWLEDGE, SKILLS & ABILITIES:

• Must be proficient in Microsoft Word, Excel and Microsoft Outlook.  
• Must be able to communicate clearly, both verbally and in writing.
• Must be able to author and produce their own emails, letters, reports and other documents in a professional manner. That is, documents and correspondence should be relatively free of grammar and spelling errors."
• Ability to interact professionally and effectively with all levels of employees within the organization, to include peers, co-workers and supervisors.
• Must be detail oriented and have the ability to complete documentation in a timely manner.
• Excellent time management, organizational and follow through skills.
• Ability to appear to work every day and on time. Driving to various locations on behalf of SCCS will be required.
• Ability to follow directions from a supervisor.
• Ability to understand and follow posted, printed and/or electronic work rules and procedures.
• Ability to accept constructive criticism in a respectful, open and interactive manner.
• Experience working with people over the phone.
• Must have the ability to perform efficiently and effectively with multiple interruptions.

JOB DUTIES & RESPONSIBILITIES:

• Help desk related tasks, answer phones and create trouble tickets.
• Resolve level 1 issues over the phone and escalate to level 2&3 as needed.
• Maintain IT Inventory (PC's, Monitors, Printers and other equipment) 
• Prepare and attach PC/Printer Inventory tags
• Manage office staff moves and related equipment devices.
• Act as member of incident response team with particular focus on security related failures or incidents.
• Maintain a thorough knowledge of the organization and adheres to all organizational standards especially the Information Security Policies and Procedures.
• Keep immediate Manager well-informed of activities and recommends corrective actions.
• Manage and maintain Microsoft Windows applications and SCCS systems including but not limited to Windows 7, Microsoft Outlook 2010, Airwatch, Zipit.
• Manage miscellaneous tasks: troubleshooting connectivity problems; adding/terminating users; assigning rights and access; resetting passwords; establishing e-mail addresses; assessing and reporting operational status.
• Prepares technology and systems for new and exiting staff.
• Troubleshoot workstations, networks, software applications, phones, copiers and other technologies.
• Performs other related duties as required and assigned.

Management reserves the right to add, change, delete or rescind duties or responsibilities of positions within the job classification at any time.