Under general supervision of the Systems Analyst, a Technology Support Specialist provides a full range of computer systems and applications support. Performs software and hardware installations. Responds to helpdesk requests; troubleshoots and resolves operating system problems and hardware and software issues in an enterprise environment. Performs desktop deployments and systems administration and maintenance, in a multi-protocol networked environment; and performs other related duties as required.
Installs, configures, maintains and supports desktop computers, printers and peripheral devices running on an Ethernet network in an Active Directory domain environment using basic to advanced proven diagnostic and troubleshooting techniques.
Uses desktop management and scripting tools to prepare automated installation images and packages. Performs routine installations of software applications, software updates and security patches on end-user computers.
Leads district's desktops and portable devices deployment and replacement program.
Analyzes, tests and evaluates software and client/server applications for compliance with District's desktop operating system requirements, standards and security policies.
Utilizes and maintains desktop management and Service Desk systems and their integration. Uses these systems to document, complete and monitor assigned queue activity and to maintain accurate hardware and software inventory.
Assists and coordinates resolution of escalated technical incidents. Coordinates resolution of technical phone support issues, as needed.
Communicates with suppliers and service providers regarding hardware and software support issues. Works with vendors and consultants on computer and printer repairs and monitors their performance.
Provides technical assistance on new technology deployments and migration projects. Prepares and presents project updates to management, as needed.
Assists in performing updates, changes, and moves to the District's telecom system. Assists with installation of new network connections in intermediate data frames (IDF) and main distribution frames (MDF).
Utilizes enterprise end-point protection tools by ensuring computers have current anti-virus definitions and security patches in accordance with the district's information security policies.
Contributes technical articles to the technical support knowledge base. Develops technical and instructional documentation on various topical matters relating to how-to, process flows, software installs and security patch installs.
Plans, installs and maintains mobile device and mobile app management (MDM/MAM) systems, provisions MDM polices for District issued devices, ensures secure access to District's information from mobile devices.
Manages an inventory of the District's Information Technology physical assets.
Advises, instructs and provides technical guidance to computer users. Provides end-user training, when required.
Escalates technical support and vendor issues to other Information Systems staff, as needed.
Develops, deploys and troubleshoots automated software distribution packages.
Reads and documents computer-related training, reference manuals and support documentation.
Performs other related duties, as assigned.
DEMONSTRATED KNOWLEDGE OF AND PERFORMANCE IN THE FOLLOWING AREAS:
Microsoft Windows desktop and server operating systems and Active Directory.
Advanced knowledge in Microsoft Access, Excel, PowerPoint, Publisher, Outlook, and Word.
Client-server and thin-client software architecture.
Networking principles, standards, protocols, and information security including Dynamic Host Configuration Protocol (DHCP), Domain Name System (DNS), Local Area Network (LAN), and TCP/IP
Advanced diagnostic and troubleshooting techniques for computers, laptops, tablets, printers VoIP-based telephones, smart phones and peripherals.
Principles and best practices for installing, monitoring and supporting e-mail, Internet access, desktop computers, laptops, servers, peripherals, printers, enterprise software, remote access, smart phones, telecom and networking equipment.
Enterprise desktop management and scripting tools.
Enterprise end-point protection suites for anti-virus and security patches.
Service Desk and Help Desk management systems.
Data backup methodologies;
Network applications for backup, virus and malware control;
Administration of end user systems
Effective customer service techniques.
Analyze computer hardware and software incidents over the telephone, in-person and remote-control software.
Develop and implement practical solutions to problems.
Install, configure and maintain computer hardware, software, business applications, mobile platforms, telecom and peripheral devices.
Develop, deploy and troubleshoot automated computer images and software distribution packages.
Read and document computer-related training, reference manuals and support documentation.
Research, learn and adapt to new technology.
Work independently and exercise sound judgment.
Exhibit teamwork by taking the initiative to help others and accomplishing goals, deadlines and service level agreements.
Provide informal one-on-one instruction and technical assistance.
Obtain ownership of assigned projects, incidents and tasks from start to completion.
Organize and prioritize multiple tasks.
Communicate clearly and effectively, both orally and in writing.
Deal tactfully with end-users of varying computer skill levels.
Provide effective customer service.
Establish and maintain effective and cooperative working relationships with District employees, consultants, vendors, and the general public.
PHYSICAL AND SENSORY REQUIREMENTS:
Sufficient eyesight to read fine statistical reports and standard text and data on computer terminal screens;
Ability to speak and hear at normal conversational levels in person and over the telephone;
Manual dexterity to write legibly and to use calculations, computer terminal and other general office machines;
Ability to lift and carry up to approximately 25 pounds and to reach, bend or crouch to use files and records.
Training and Experience Guidelines
Any combination of training and experience, which demonstrates attainment of the required knowledge and ability to perform the required work (with reasonable accommodation, if needed), typically:
EDUCATION: High school diploma or equivalent and the equivalent of two (2) years of technical training in computer hardware/software support/maintenance is required. An Associate's degree in computer science or related field is desired.
EXPERIENCE: One (1) year of recent experience maintaining/supporting computer/network hardware/software in a Windows environment.
REQUIRED CERTIFICATIONS, LICENSES, AND REGISTRATIONS:
A valid California Class C Driver's License must be maintained at all times.
It is the policy of the Las Virgenes Municipal Water District to ensure equal employment opportunity to all persons regardless of their race, color, national origin, religion, gender, sexual orientation, mental or physical impairment, ancestry, medical condition, marital status, or age (except where a bona fide occupational qualification). The District will act to ensure equal treatment to all persons in matters affecting recruitment, hiring, promotion, discipline, compensation, assignment, benefits, training, and layoff practices, and any other matters affecting employment with the Las Virgenes Municipal Water District. The same policy applies to all qualified Vietnam- era veterans, disabled veterans or other persons with disabilities that are capable of performing a particular job with reasonable accommodation to their disability.
In compliance with the American with Disabilities Act, if you need special assistance in the selection process please notify the Human Resources Division, in writing, upon applying.
Las Virgenes Municipal Water District