Senior Service Desk Technician/ Job Req 772046402

PRINCIPLE RESPONSIBILITIES:

Under general supervision, but according to established procedures, the Senior Service Desk Technician will assist in the implementation and support of the company's IT systems communications networks (Local Area Network [LAN]). This position provides technical support for Alliance approved applications including remote communication, LANs and PCs to host computer connectivity and provides guidance for personal computer hardware and software configurations.

Additional responsibilities include functioning as first level support for the Service Desk by responding to, and addressing all calls for assistance with computer problems and maintaining the physical security and operating environment of the environment.

ESSENTIAL FUNCTIONS OF THE JOB:

Organization expects job performance to be consistent with its vision and mission. Day to day work is focused on these key performance areas. Percentages of time are estimates based upon observation in the position.

Technical

• Perform network administration functions including switch VLAN changes and port assignments, basic network troubleshooting along with employee moves, additions, and changes.
• Perform basic tasks such as backups and restores, report printing, solving LAN problems, call logging and tracking to resolution.
• Be proficient in Microsoft disciplines including Servers, Desktop Operating Systems, and the Office Suite of products.
• Configure and setup new computer workstations for employees
• Administer the Alliance's server access and password requests
• Must have experience and knowledge of VOIP phone systems preferably CISCO.
• Provide after hours on-call support on a rotational basis
• FTP - basic knowledge of the concept an FTP server and remote client, Filezilla or CuteFTP
• Create, document, and edit knowledge base articles related to supporting our network and desktop systems, i.e., documenting of workstation and printer configuration

(40% of time)

Support

• Handle service requests from users and escalate problems to the appropriate IT Infrastructure personnel.
• Provide first and second level telephone and email support for. Follow the procedures for escalation to third level support or System Administrators.
• Perform user training as necessary.
• Provide support for phone configuration corporate call center, user adds, and changes. Follow the procedures for escalation to third level support or Systems Administrators.
• Travel to remote office as needed for support.
• Technical job knowledge: Performing computer related activities
• Provides feedback to IT Manager and IT Supervisor on performance/ daily progress of activities from technicians
• Lead, mentor and coach other technicians while demonstrating high level of proficiency
• Work with technician assigned to work order to correct and communicate root cause and solution
• Lead by example in Maintaining a clean, safe work area in compliance with Corporate/OSHA Standards, and performs all work in accordance with established safety procedure
• Act as a point of contact for phone calls and emails from staff regarding IT issues and queries and log all calls in the IT Service Desk ticketing system.
• In coordination with the Service Desk Supervisor, manage the internal IT Service Desk by coordinating the rota for service support hours as well as responding to and resolving user and system issues
• Be the last point of escalation before it gets escalated to Infrastructure team
• Troubleshoot workstation configuration problems and document solutions.
• Help Support BOG, Finance, Compliance and any other meetings that need technical support onsite.

(40% of time)

Process

• Maintain operational documentation. Assist with the development of operations and service desk procedures and record keeping regarding problem logs, service desk calls, electronic submissions, and all other tracking of computer operations tasks.
• Create, document, and edit knowledge base articles related to supporting our network and desktop systems, i.e., documenting of workstation and printer configuration.
• Oversee IT inventory procedure according to company standards.
• Collaborate with other IT staff on tasks and projects.
• Must be proactive in identifying potential issues, improving processes and ensuring quality.
• Perform technical root cause analysis.
• Communications: Preparing written and verbal reports and documentation related to key information services.
• Teambuilding: Working with internal and external customers to build integrated multi-disciplined teams.
• Compliance: Complying with the organization's Code of Conduct, all regulatory and contractual requirements, organizational policies, procedures, and internal controls.
• The candidate will take on a crucial role as the Senior Service Desk Technician at Alameda Alliance, overseeing IT services to ensure employees receive top-notch support.
• This involves monitoring and measuring services, collaborating with other team to identify IT needs, and communicating them to the rest of the team.
• If you're an experienced service desk professional or aspiring Desktop Engineer with a passion for engineering projects, this role offers the opportunity to be the primary point of contact and escalation for IT issues.
• Reporting to the IT Service Desk Manager, the Senior Service Desk Technician will closely collaborate with the infrastructure team on foundational projects, architecture, and security.
• Reporting to the IT Service Desk Manager, the Senior Service Desk Technician will closely collaborate with the infrastructure team on foundational projects, architecture, and security.
• Beyond being a skilled "ticket slayer," the ideal candidate will act as a diplomatic liaison for users, demonstrating natural leadership, tackling technical challenges, and actively seeking solutions for systemic issues and process enhancements.
• Be responsible for the IT services at Alameda Alliance, ensuring employees receive the highest level of support from IT.
• Be responsible for monitoring and measuring services, as well as discussing with other IT teams, any needs for IT services and report them back to the Service Desk Manager
• Work day-to-day with members of our IT team to assist in IT projects and various tasks as needed.
• Implementation and support of enterprise solutions such as MEM (MS Intune), Laptop Touchless deployment, IT Asset Management,
• Evolve current processes with an eye towards automating the repetitive tasks so the team can focus on solving the hard problems.
• Support the technical onboarding experience for new Alameda Alliance employees making sure they have the equipment and tools to be successful.
• Assess unusual circumstances and use analytical and problem-solving techniques to identify causes.
• Assist in the management of end user devices throughout their entire life cycle, including procurement, configuration, maintenance, and disposal.

PHYSICAL REQUIREMENTS:

• Constant and close visual work at desk or computer.
• Constant sitting and working at desk.
• Constant data entry using keyboard and/or mouse.
• Frequent use of telephone headset.
• Frequent verbal and written communication with staff and other business associates by telephone, correspondence, or in person.
• Frequent lifting of folders and various other objects weighing between 0 and 50 lbs.
• Frequent walking and standing.
• Occasional driving of automobiles
• Hybrid work schedule, possibly up to 5 days onsite

Number of Employees Direct Supervision: 0

MINIMUM QUALIFICATIONS:

EDUCATION OR TRAINING EQUIVALENT TO:

• High School diploma or GED required
• Bachelor's Degree in computer science or equivalent experience in related field preferred.
• A+ Certification Preferred
• Network + Certification preferred.
• ITIL V4
• MCSE Preferred

MINIMUM YEARS OF ADDITIONAL RELATED EXPERIENCE:

• 5 - 10 years of IT Service Desk Support, Leadership in a Technical Support Role preferred

SPECIAL QUALIFICATIONS (SKILLS, ABILITIES, LICENSE):

Interpersonal Skills.

Creates customer satisfaction and inspires respect for others. Communicates effectively. Assured. A talented negotiator and collaborative business partner. Thinks strategically and facilitates teamwork. An expert in relationships and models with excellent interpersonal skills used 80% or more of the time.

Decision-Making Ability.

Work guided by broad areas of accountability. Free to identify problems an

decide the best course of action. Decisions based on business objectives and

complexities may influence organization strategy. Unusual situations are reviewed with a senior manager.

A. Decisions and actions may affect customers.

B. Decisions and actions may affect a work group or team.

C. Decisions and actions may affect a department.

Analytical Ability.

Use state-of-the-art business, scientific, or technical knowledge to solve or

facilitate innovative approaches to unusual problems and manage complex.

processes.

Required Mental and Physical Effort.

Concentrates and pays close attention to detail more than 80% of time. Physical barriers, highly technical detail, or isolation make interpersonal contact rare.

Move, load, or regularly lift over 50 pounds.

Management or Supervisory Responsibility.

None.

Environmental Conditions.

Normal attention is needed to avoid risks. Wide temperature variances

such as those in outdoor-indoor or seasonal work occur more than 20% of

the time. Noise or fume levels may require protective equipment more

than 20% of the time.

SALARY RANGE: $95,742.40 - $143,603.20

The Alliance is an equal opportunity employer and makes employment decisions on the basis of qualifications and merit. We strive to have the best qualified person in every job. Our policy prohibits unlawful discrimination based on race, color, creed, gender, religion, veteran status, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, genetic characteristic, sexual orientation, gender identity or expression, or any other consideration made unlawful by federal, state, or local laws. M/F/Vets/Disabled.