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 problems. A key responsibility is resolving client technology-related issues in supported areas, handling high-stress situations involving problem diagnosis and client relationship management.

Responsibilities

• Troubleshoot problems 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 probable causes, and restore operational status.
• Support the Mac operating system, Apple tools, and applications, including OS updates for Macintosh desktops/laptops.
• Provide GUI-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 in the Help Desk system.
• Add virtual desktop clients to Office 2007/Office 2010.
• Load, configure, and update anti-virus and virus scan software on desktops/laptops.
• Assist with identifying and remediating infected Windows and Macintosh desktops/laptops.
• Create and distribute "clean-up kits" (instructions and documentation) for remote laptops.
• Load, configure, and update VPN and RESCUE software as required.
• Assist in building a knowledge base of problem remediation.
• Disconnect/reconnect desktops and peripherals for office moves within the client campus.
• Assist in creating IT customer support notices and alerts, both verbal and written.

Requirements

• Detailed-oriented with the ability to handle multiple tasks efficiently and accurately under deadlines.
• Strong customer service skills, including professional communication with urgency and empathy.
• Exceptional written and verbal communication skills in English.
• Ability to quickly learn and master client custom applications.
• Self-starter with strong organizational skills and the ability to prioritize workload.
• Knowledge of CA USD preferred; experience with similar ticket-tracking/request systems considered.
• Excellent understanding of technology and the client’s role within the larger IT infrastructure.
• Team player committed to maximizing team and department performance.

Physical and Mental Demands

While performing duties, employees are regularly required to:

• Sit, talk, hear (in person and via multimedia), and 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:

• Effective written and oral communication.
• 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 strong personal and team accountability.

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