Technology Systems Support Specialist

SEEKING IT SUPPORT PROFESSIONAL to join an existing team to support a large internal customer base in Sacramento!

NO REMOTE AVAILABLE - 6-month contract position

Will be required to perform a wide range of advanced system support duties in either a service desk or an applications/desktop/field environment, in order to provide effective support for enterprise, client/server, desktop computer systems, network systems and business applications and/or provides effective specialized information technology support related to department specific applications

Working under general supervision, employee to perform a broad range of both routine and complex assignments in support of internal systems, including user support; system, software/application and legacy troubleshooting; problem resolution and/or review of business processes and communication of user requirements/problems.

Duties may include, but are not limited to, the following:

• • Reviews, tracks, troubleshoots, and resolves trouble reports related to system/application related requests, serves as a first-level responder for computer, network, and/or

hardware/software issues and coordinates with end users and/or managers to ensure that customer needs are met; maintains records of work completed and resolutions

• • Receives and reviews requests from a service desk and/or end users regarding computer hardware, software and/or peripheral equipment problems
  • Provides first and second level assistance to customers; verifies the location of the problem; elicits information from end user on the nature of the issue; resolves issue or

refers to other technical staff or a vendor when necessary

• • Investigates and/or resolves complex hardware, software, and application problems for network or stand-alone computer systems and network resources supported by the department
  • Assists customers with analog and digital Voice over Internet Protocol (VOIP) phone systems and features
  • Trains and assists users of a particular/new application where detailed knowledge of the application is required, troubleshoots, de-bugs and resolves a variety of operations and/or

business-process related applications problems to ensure functional operation

• • Installs and configures a variety of commercial off-the-shelf (COTS) and in-house vendor developed application
  • Performs routine applications, system and/or network support duties such as monitoring or adding applications/users/devices, modifying user profiles, re-setting passwords and performing file maintenance; sets up basic user access permissions consistent with

internal policies and procedures

• • Reviews problem tickets to determine solutions or escalate issues as appropriate, following the tickets through to resolution
  • Performs related duties as assigned

Knowledge of:

• • Operations, services, concepts, terms and activities common to a comprehensive, state-of­ the-art information technology program
  • Basic operational characteristics of local and wide area network systems
  • Automated systems/software utilized in area of assignment, including work processes, methods of data entry/retrieval, and system navigation
  • Modern office procedures, methods, equipment and software such as word processing, electronic mail, and spreadsheet software
  • Principles and practices of troubleshooting computer system hardware and software problems
  • Process and workflow analysis
  • Tools and test equipment used in the installation, maintenance and repair of information systems
  • Basic principles and practices of technical network administration
  • Principles and practices of customer service
  • Principles and techniques of training and training evaluation
  • Methods and techniques of developing and presenting technical documentation and training materials
  • Principles and practices of records and data management

Ability To:

• • Operate, maintain and perform repairs on information technology equipment and software
  • Perform duties related to troubleshooting, configuring, performing diagnostic and assignment specific desktop and network hardware and software issues and respond appropriately to customer service requests
  • Assess and resolve system use and application problems, prioritize and escalate unresolved issues to appropriate staff, and follow issues through to resolution
  • Communicate technical information to a wide variety of users
  • Plan, organize, prioritize and process work to ensure that deadlines are met; organize and manage multiple assignments and priorities
  • Prepare and present training materials related to specialized hardware and/or software
  • Prepare and maintain documentation for procedures, processes, and tables related to area of assignment
  • Independently evaluate work methods, procedures, and operational needs; identify and recommend appropriate solutions
  • Learn and utilize specialized terminology applicable to specific assignments
  • Read, comprehend and retain technical information on computer products and systems
  • Communicate effectively, both verbally and in writing
  • Establish and maintain effective working relationships with those encountered during the course of the work