Job Duties
Successfully fulfill operational and escalated desktop, server, and remote device support duties within and beyond service levels while maintaining excellent customer service. Maintain systems service levels with the goal of maximum reliability and stability of end user system access. Documentation of procedures and compliance with existing procedures are required. Monitor and maintain system maintenance and operational schedules potentially involving evenings and weekends. Provide support to end users and help desk professionals regarding system and networking issues including support desk coverage. Travel to remote branches will be required. Successfully complete systems projects that provide business improvements on a timely basis. Support the Company’s nine Corporate Objectives and participate in meeting and exceeding division Baseline Goals.

Minimum Qualifications

Education: Bachelor’s degree in Computer Science, Information Systems or related (or equivalent experience).
Skills: Excellent customer service skills. Attention to detail and adherence to documented procedures, with an improvement focus. Escalated support with end users of all skill levels.
Experience: 3+ years of general IT experience. Server and workstation hardware troubleshooting and configuration. Operational duties to maintain system service levels. End user and/or escalated support.

Desired Qualifications

Education: Bachelor’s degree in Computer Science, Information Systems or related (or equivalent experience). Vendor or solution specific qualifications, certifications and training.
Skills: Ability to write detailed documentation and procedures. Microsoft Operations Framework/ITIL or comparable operations program.
Experience: 5+ years of systems and network IT experience. Windows networking (client and server side, Windows 2000/2003) utilizing TCP/IP over Ethernet. Distributed and clustered system experience. Virtualization technologies.

Other Comments

Must have valid CA Driver’s License and clean driving record.