Helpdesk Technician/Network Administrator

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Summary

Provides helpdesk and network support to clients both remotely and onsite. Furthermore, provides internal technical maintenance and other computer operations work. Answers helpdesk calls and provides clients with top quality assistance.

Essential Duties and Responsibilities include the following (Other duties may be assigned):

Client Management

• Answers client calls and provides remote technical support (i.e. troubleshoots, repairs).
• Resolves hardware, software and network problems.
• Performs follow-up calls to clients to ensure client satisfaction with RCS services.
• Installs and maintains network security infrastructure.
• Performs network troubleshooting to isolate and diagnose common network problems for clients.
• Installs, upgrades and configures network printing, directory structures, rights, security, software and files services.
• Responds to needs and questions of clients concerning access of computer and network resources.
• Installs and tests necessary software and hardware.

Internal Work Performed

Develops "solution reports" and completes tickets for all remote support calls for each client, as well as any onsite visit.

• Conducts in-house technical maintenance (i.e. Workbench repairs).
• Provides server and backup administration as needed.
• Participates in the daily operations of in-house office (i.e. directing calls, labeling stock, maintaining workbenches).
• Regularly updates Client Manager on work order progress.
• Conducts project research as necessary.
• Assembles and configures network components and associated services.

Competencies To perform the job successfully, an individual must demonstrate the following competencies :

• Analytical - Synthesizes complex or diverse information; Collects and researches data.
• Attendance/Punctuality - Arrives at meetings and appointments on time.
• Client Service - Responds promptly to client needs; Solicits client feedback to improve service; Responds to requests for service and assistance; Meets commitments; Ensures on-going client satisfaction.
• Communication - Demonstrates effective verbal and written communication skills.
• Presentation - Demonstrates excellent individual and group presentation skills.
• Dependability - Follows instructions, responds to management direction;.Takes responsibility for own actions.
• Ethics - Keeps commitments, upholds organizational values and supports and follows company policies and procedures.
• Innovation - Finds innovative ways to deal with challenges and resolve problems.
• Planning/Organizing - Uses time efficiently. Sets goals and objectives.
• Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions.
• Quality - Demonstrates accuracy and thoroughness. Monitors own work to ensure quality.
• Quantity - Meets productivity standards. Completes work in timely manner. Strives to increase productivity.
• Reasoning Ability - Able to define problems, collect data, establish facts, and draw valid conclusions. Can interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.
• Teamwork - Exhibits objectivity and openness to others' views. Supports everyone's efforts to succeed.
• Technical Skills - Pursues training and development opportunities. Strives to continuously build knowledge and skills.

Experience and Education

· Associate's Degree (A. A.) in Computer Science or equivalent from two-year college or technical school.

• Minimum 4 years experience providing IT support to clients (previous helpdesk experience preferred).
• Experience and knowledge in programming and networking, as well as project management experience.
• Hardware/software knowledge and troubleshooting experience.
• Experience providing backup and server solutions.
• CP/MCSE Certification preferred.

Computer Skills MS Operating Systems, networking, programming, in-depth software and hardware knowledge, DNS. DHCP, TCP/IP, .net Frameworks, MS Access.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to walk. The employee is required to drive to and from client locations. The employee is required to lift up to 50 lbs.

Other

• A valid California Drivers License and clean driving record must be maintained at all times.
• Car Insurance must be maintained at all times on any car driven while working for the company and proof of insurance must be provided.

• A Live Scan background check will be completed upon hire and can be administered at any time during employment.