IT Support Technician II
Child Care Resource Center
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Post Date: Jul 29, 2022
Job Type: Full Time
Start Date: - n/a -
Salary: 31.63
Location: US - California - Chatsworth
Job Reference: - n/a -
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General Summary: With minimal supervision, provide expert technology Service Desk (Call and Hands-on) assistance and support to CCRC at all 40+ geographically separated operating locations throughout Los Angeles and San Bernardino Counties, and into Northern California with primary Service Desk operations originating from the centralized Chatsworth CA-based location.

Essential Duties And Responsibilities

(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.

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.

Job Specifications 

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