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About The Position
We are looking for an Information Technology Services Facilitator that will have a customer support focus and will be expected to work independently. The ideal candidate should have knowledge of personal computer systems hardware, software, e-Mail, Internet/Intranet, computer security, and network administration. Knowledge of end user applications including Microsoft Office is highly desired. This position will be part of a team that supports approximately 600 users stationed throughout Sacramento County and will be required to report in person to SETA’s Headquarters daily. This candidate must be able to listen and get along with a diverse group of people, establish and maintain cooperative working relationships with the majority of the staff, be able to share, discuss, and work through ideas with other to arrive at solutions, conclusions, and/or agreements. The candidate must maintain composure when dealing with resistance or contrary opinions, and be able to interact with persons of various social, cultural, economic, and educational backgrounds in a respectful and productive manner. Additionally, the candidate must be ready and willing to assist the site staff with fostering a stimulating and accepting learning environment and must be able to work as a team and collaborate with colleagues.
Requirements
- Two years of technical work experience in personal computer hardware and software with a focus upon customer service; and a minimum of one year’s experience in the installation and operation of complex local and wide area networks.
- Possession of a Bachelor’s degree in systems management, computer technology, or a related field; and one-year experience in the installation and operation of complex local and wide area networks.
- Certification in a related field; and two years of responsible work experience in the installation and operation of complex local and wide area networks.
- Possession of, or ability to obtain, a valid Class C Driver’s License is required.
- A good driving record of at least three (3) years’ duration as evidenced by freedom from multiple or serious traffic violations or accidents is required.
Nice To Haves
- Knowledge of end user applications including Microsoft Office is highly desired.
Responsibilities
- Functions as primary point of contact for IT problems, moves, changes of equipment
- Point of contact for problems and questions related to SETA’s VoIP telephone system
- Logs and prioritizes service requests and maintains status
- Coordinates response to incident and services requests, assigning service tasks to staff
- Monitor availability of IT provided services. Coordinates problem resolution if services are found to be unavailable or functioning improperly
- Ensure the integrity of the incident management protocols and procedures, including escalation of incident issues
- Assist and train users in the operations of their computer systems
- Assist Information Technology Engineering Analysts (ITEA) in the identification and resolution of computer related problems
- Assist the ITEA with adds, moves or changes of computer work-stations that includes disconnecting cables and moving computer equipment
- Provide training to Agency staff on software applications
- Assist the ITEA with testing and upgrading computer hardware
- Migrate users and equipment to updated systems policies, software and hardware
- Create users, groups, and lists using computer applications to ensure proper networking connectivity
- Install and configure software and hardware on Agency computers
- Monitor and maintain computer inventory
- Participate in Information Technology Department and Agency meetings as required
- Assist in the planning of new sites as it relates to computer needs
- Attend technical training as required or requested
- Perform related duties as assigned