Support - Deskside

About the role

This role serves as the liaison between assigned support areas and other areas of technology to ensure quick and efficient resolution of any problems. A key responsibility is resolving client technology-related problems in supported areas, handling high-stress situations involving problem diagnosis and client relationship management.

Responsibilities

• Troubleshoot problems or issues with Windows and Macintosh desktops/laptops from the network drop to the desktop/laptop (excluding security patches/updates).
• Respond to alert notifications or escalations from the VACO ITSS team, determine the probable cause of issues, and take appropriate intervention actions to restore operational status.
• Support the Mac operating system and various Apple tools and applications, including providing operating system updates for Macintosh desktops/laptops.
• Provide graphical user interface-level assistance with Mac OS X Server configuration and server administration.
• Support Mac in a Windows XP environment (virtual) and Mac OS, including Mac OS X Server and Server Essentials.
• Document troubleshooting and corrective actions taken to resolve Windows and Macintosh desktop/laptop issues in the Help Desk system.
• Add virtual desktop clients to Office 2007/Office 2010.
• Load, reload, configure, and update anti-virus and virus scan software on desktops/laptops as required.
• Assist with identification and remediation of Windows and Macintosh desktops/laptops infected with computer viruses.
• Assist with the creation and distribution of "clean-up kits" (including instructions and user documentation) for Windows and Macintosh remote laptops.
• Load, configure, and update Virtual Private Network (VPN) and RESCUE software on desktops/laptops as required.
• Assist with the creation of a knowledge base of problem remediation.
• Disconnect and/or reconnect desktops and peripherals in support of office moves within the client’s campus.
• Assist in the creation of IT customer support notices and alerts, both verbal and written, on an as-needed basis.

Requirements

• Detailed-oriented with the ability to handle a variety of tasks efficiently and accurately within deadlines.
• Strong customer service skills, including the ability to communicate professionally with a sense of urgency and empathy.
• Exceptional written and verbal communication skills in English.
• Ability to quickly learn and acquire expertise in client’s custom applications.
• Self-starter with strong organizational skills and the ability to prioritize workload.
• Knowledge of CA USD preferred; experience with similar ticket-tracking or request system workflow tools considered.
• Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.
• Team player invested in maximizing team and department performance.

Physical and Mental Demands

While performing the duties of this role, employees are regularly required to:

• Sit, talk, or hear in person and via multimedia; use hands to operate standard office equipment.
• Walk, stand, and move about to accomplish tasks, including moving between work sites.
• Ascend and descend stairs.
• Use close vision and adjust focus.
• Lift and move up to 35 pounds.

Mental demands include:

• Effectively using written and oral communication skills.
• Reading and interpreting data, information, and documents.
• Analyzing and solving problems.
• Using math and mathematical reasoning.
• Learning and applying new skills and information.
• Performing highly detailed work on multiple, concurrent tasks.
• Interacting with colleagues, clients, and vendors.
• Maintaining composure in a fast-paced, high-quality environment with personal and team accountability.

Work is generally sedentary but may require standing and walking for up to 10% of the time. The environment is a standard office setting with typical office equipment available.