Information Systems Technician II - Kern

Position Summary: 

The Level II Information Systems (IS) Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools and require that the individual give in-person, hands-on help at the desktop level. This position requires the individual to work both independently and collaboratively with other members of the IT and CSV users. 

Essential Functions:

Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert management to emerging trends in incidents.

Acquisition & Deployment

• Deploy pre-packaged software as needed using automated deployment tools.
• Assist in software releases and rollouts according to change management best practices.

Operational Management

• Assisting in providing support when request volumes are high.
• Act as an escalation point for help requests.
• Build rapport with CSV end-users through ownership of requests and by providing regular status updates on open tickets as per their preferred method of contact.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Perform hands-on fixes at the desktop/server level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. 
• Perform preventative maintenance, including checking and cleaning of servers, storage and adopted systems.
• Test fixes to ensure problem has been adequately resolved.
• Perform software image updates and installation of desktop and laptop systems utilizing windows deployment and imaging tools. 
• Perform post-resolution follow-ups with Level I Technicians as required.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledgebase and training as needed.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.

Other Responsibilities:

• Other duties as required.
• HIPAA compliance – Responsible for being aware of and complying with HIPAA regulations and security requirements.
• Ensures compliance with CSV, local, state, and federal regulations.
• Support and uphold all CSV Values, which include Respect, Integrity, Teamwork, Excellence, Transparency, and Timeliness.

Position Requirements:

• College diploma or university degree in computer science and/or three (3)-five (5) years equivalent work experience.
• Certifications in CompTIA A , MCSA, MCP are highly recommended.
• Hold at least two of the following certifications or hold 1 certification and obtain a second certification within 12 months of employment: CompTIA A , Microsoft Certified Professional (MCP), Microsoft Certified: Modern Desktop Administrator Associate or other certifications that may be substituted at the discretion of IT Management.
• Knowledge of advanced computer hardware, including switches, routers, and wireless access points.
• Experience with desktop and server operating systems, including Windows 10, Server 2012, 2016, 2019. 
• Technical understanding of printing systems, and network systems
• Familiarity with client device security – endpoint and device patch management etc.
• Extensive application support experience with business adopted tools.
• Working knowledge of a range of diagnostic utilities
• Experience with TCP/IP and VOIP telephony 
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), software and other systems.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.
• Knowledge of HIPPA privacy and Security rules
• Ability to conduct research into a wide range of computing issues is required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Willingness to learn and take on new challenges
• On-call availability for emergency issues.
• Must adhere to CSV’s employee health/immunization requirements or provide a valid approved exemption request.

Physical Requirements:

• Bending/Twisting                 5%
• Stooping                                10%
• Walking                                 10%
• Sitting                                     15%
• Push/Pulling                         5%
• Reaching Overhead            5%
• Driving                                   25%
• Standing                                5%
• Kneeling/Crawling               5%
• Repetitive Motion                 15% (keyboard)
• Must be able to lift at least 50 pounds.