IT Support Specialist II – Santa Ana

JOB SCOPE/ SUMMARY:

• Support information technology applications, systems and processes and perform scheduled operational tasks
  
• Participate in the department Technical Support Cisco phone system and log all tasks and requests into the Heat Support Desk Program
  
• Partner with other department personnel and management for call escalation and resolution
  ESSENTIAL FUNCTIONS:
  1. Diagnose and solve printer problems and computer system problems.
  2. Install and setup personal computer hardware and software.
  3. Provide support for the Technical Support Cisco phone system and log all tasks and requests into the Heat Technical Support application.
  4. Participate in e-mail monitoring.
  5. Perform user setup procedures on AS/400, Intranet, Network OS, and other applications.
  6. Troubleshoot scanner gun and OOP computer problems.
  7. Conduct research utilizing books, publications, CD ROMs, news groups, and the Internet.
  8. Create and follow documentation for operational procedures.
  9. Utilize appropriate customer service skills to troubleshoot issues over the telephone.
  10. Daily follow-up on open customer issues.
  JOB QUALIFICATIONS:
  EXPERIENCE/EDUCATION/TRAINING:
  Educational attainment equivalent to high school graduation, supplemented by training, certification, or coursework relating to personal computers and networking components
  Work experience involving network administration, user support, and/or personal computer technical work in a network environment is required
  KNOWLEDGE/SKILLS/ABILITIES RECOMMENDED FOR POSITION:
  Knowledge of SAP
  Considerable knowledge of Windows XP operating system, Lotus Notes, including operation and troubleshooting
  Considerable knowledge of personal computers and networking components
  Ability to follow documented operational procedures and independently organize, coordinate, and complete job orders
  Ability to install and configure pc components, including hard drives, CD ROMs, scanners, video cards, and memory
  Ability to install Windows operating systems, including software applications and printers
  Ability to communicate with staff and other departmental representatives concerning job order needs or assignments
  Ability to plan, organize, prioritize and follow-up on tasks to complete work as scheduled and to meet deadlines
  Ability to troubleshoot computer and peripheral issues on both inbound and outbound calls
  Ability to administer and troubleshoot Kiosk system
  Ability to produce detailed documentation as necessary
  Ability to investigate and solve hardware and/or software setup problems or errors using established procedures
  Ability to provide onsite and telephone support to customers, vendors, and employees
  Ability to perform call triage and escalate calls appropriately and log all calls in the Heat Technical Support application
  Ability to conduct research utilizing books, publications, CD ROMs, news groups, and the Internet
  SPECIAL REQUIREMENTS:
  Ability to work a flexible workweek, including nights, weekends, or extended hours in order to meet production schedule requirements or provide support when required
  Ability to travel to remote locations for required training and onsite support
  
  Apply Here