**Onsite in Richmond and San Leandro**
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- IT: Provide Technical support and leadership, including maintaining industry best-practice standards for workstation, server, and application support while delivering quality customer service. Support escalation for junior team members.
- Provides general desktop support, release coordination, imaging/re-imaging computers, and company mobile phone deployments.
- Perform the design, analysis, implementation, modification, testing, proactive maintenance, and upgrades of hardware and business applications at both on-site and remote locations.
- Maintain an inventory of all equipment, hardware, software and supplies.
- Responsible for managing system performance, security, anti-virus, intrusion, web usage/monitoring, design, and acquisition of computers and connected devices.
- Produce useful system documentation and change management reports.
- Monitor infrastructure and components, including all servers and workstations, and recommend and implement improvements to availability, performance and security.
- Implement standard configurations for deployment of workstations, servers, and network components and client software. Utilize scripts for efficient deployment.
- Recommend, schedule, test, and validate deployment of patches, security updates, and other upgrades to servers, workstations, and network components. Monitor providers websites to ensure patches are tested and applied in a timely fashion.
- Supervise on-site vendors.
- Provides one-on-one assistance to employees/end-users by chat, phone, email, remote access, and/or in-person.
- Installs, upgrades, configures, and maintains hardware, software, and peripherals.
- Customer Relations: Participate in or lead company-wide projects.
- Troubleshoot and provide support for the company’s telephonic and audio/visual systems, including software and hardware additions, infrastructure, and equipment moves and changes.
- Participate in meetings to coordinate service requirements, installations, and project milestones as required to achieve client expectations.
- Respond to incoming help desk tickets, e-mails and phone calls. Ensure help desk tickets are created for all user support requests. Resolve help desk tickets. Log time worked for all help desk tickets and IT projects.
- Participate in weekly on-call rotation for after-hours emergencies.
- Ability to work effectively in a team environment as a positive team player.
- Supports and maintains effective relationships with users.
- Perform work with quality, efficiency and safety at all times.
- Uses a high level of professionalism in verbal and e-mail communication, always seeking to be helpful, to focus on problem solving and arriving at a win-win interaction.
- Maintain excellent customer service with the customers to establish solid relationships.
- Must be courteous, helpful, and professional to all existing and potential customers, by interacting with customers in person, via phone, and email to ensure complete customer satisfaction in all matters related to the operation.
- Maintain excellent customer service with the customers, vendors, sales, transportation, and operation teams to establish solid relationships.
- Training: Participates in ongoing training and may assist with training of new employees through cross-functional collaboration.
- Participate in Six Sigma projects, as required to improve processes and efficiencies.
- Continuously promotes compliance with company policies and procedures.
- Promote our client’s Mission and Vision Statements.
- Safety: Ensure the highest standards of safety, productivity and customer service are exceedingly daily.
- Other Duties: Adhere to meal and rest periods per Company policy.
- Other duties to meet business needs and requirements as assigned.
- Works with confidential data, which, if disclosed, might have significant internal or external effect.
- Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
- Organizational Skills - Organization skills with ability to juggle multiple assignments and tasks, including attention to details, and the ability to prioritize in a changing environment. Excellent time management skills.
- Language Skills - Ability to read and interpret documents written in English such as procedures, work instructions, and timesheets. Ability to effectively communicate with customers and coworkers.
- Mathematical Skills - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to read and correctly interpret the legend on installation drawings and read both standard and metric tape measures.
- Reasoning Ability - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
- Communication Skills – Ability to effectively communicate with potentially stressful and/or emotional situations. Outstanding customer oriented skills.
- Other skills :
a. Excellent customer service skills. Able to build good relationships with and relate well to end users.
b. Extensive experience performing root cause analysis.
c. Basic understanding of project management principles.
d. Strong troubleshooting/problem solving/resolution skills and demonstrated resourcefulness.
e. Good writing skills are extremely important to prepare reports, documentation, and communicate in written form to clients/users/vendors
f. Must be able to reliably follow documented procedures.
g. Flexibility and high performance in a team environment.
h. Ability to work under pressure under deadlines of short term objectives while not losing sight of long term goals.
i. Excellent data entry skills, familiarity with Microsoft Office, ability to use standard office equipment, good communication skills, and attention to detail.
j. Project and team management/leadership skills and experience. Proven ability to work effectively in a team environment with associates. Capability of effective planning and priority setting. Ability to manage several complex projects simultaneously while working under pressure to meet deadlines.
EDUCATION and/or EXPERIENCE:
BA/BS degree or equivalent training in IT, computer science, computer engineering or other related fields.
- IT certifications such as MCSA, Server+, A+, CCNA.
- Minimum of 3 years of proven experience working in an IT system administrator role and managing iOS/Android mobile devices, Windows servers, software, and hardware in environments with 500+ employees.
- Working knowledge of PowerShell, virtualization, cloud service providers, Microsoft 365, and hosting.
- Solid understanding of enterprise Active Directory, Group Policy, Remote Desktop, Single Sign-On, SQL Server, IIS, and WSUS deployments.
- Proficiency using an Incident Management/Ticketing System.
- Proficiency in and knowledge of Microsoft Windows, MDM, Apple/iOS, and Android products.
- Familiarity with enterprise applications (ERP, CRM, etc.) including Great Plains.
- Ability to support custom and highly-configured applications.
- In-depth knowledge of networking, software and hardware involved in LAN/WAN operations.
- Ability to administer control measures for backups, cybersecurity, antivirus and antispam.