Job Description

Job Title: Desktop Support Technician

Location: Westlake Village, CA( Hybrid)

Duration: Contract to hire

Pay rate: $20-25/hr

Description

We are seeking an experienced IT Technician who will be responsible for providing client support of all computer hardware, software and peripherals, desktops, servers, and network either directly or through support staff and resources. Networking tasks, email server, ftp files, data back-ups and other items are the responsibility of this position and other items may be assigned on an as needed basis. IPPBX, data connections and internet are included in this client support.

Additionally, works with the Director of Operations by supporting the Managed Services division with the role of Technical Engineer in directing and coordinating local and wide area computer network activities and support for customers by performing the duties below.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Designs, specifies, configures, installs, and maintains local and wide area network hardware, software, and telecommunications services such as personal computers, system software, software applications, printers, servers, routers, switches, modems, cabling, and Internet service providers.
• Designs and configures Virtual IP PBX's, IP phone installation and configuration,installation of routers and switches for internal and external clients.
• Develops and implements policies and procedures related to network hardware and software acquisition, use, support, security, and backup.
• Establishes and maintains network users, user environment, directories, and security.
• Works with clients to provide them with computer network services such as technical support and project implementation.
• Trains users on software and equipment usage.
• Responds to client needs and questions concerning their access to resources on the network, and the operation of various software programs.
• Develops and communicates standards for use, operations, and security of network, personal computers, and data.
• Communicates with other departments to report and resolve software, hardware, and operations problems.
• Consults with department managers to develop system solutions consistent with organizational objectives.
• Researches and evaluates new technologies.
• Installs and tests software upgrades.
• Collects and analyzes network and memory utilization.
• Develops and implements disaster recovery procedures.
• Assures timely preparation of client emails as directed by Marketing
• Assures accurate and timely maintenance of Intra/Extranet websites
• Assures Backup critical files
• Assures the maintenance /repair/replace defective PC's and/or accessories
• Maintains records in CRM system for client inventory and configurations
• Provides billing records and time management
• Uses products to monitor and report client network (WAN and LAN) activity
• Troubleshoot network problems
• PC Helpdesk support
• Implement company security/licensing policies
• Monitors performance or programs after implementation
• Programs clients internal and external client IP phones, systems and router

COMPETENCIES

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

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Change Management - Develops workable implementation plans; Communicates changes effectively; Prepares and supports those affected by change; Monitors transition and evaluates results.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support - Follows policies and procedures; Supports organization's goals and values; Supports affirmative action and respects diversity.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently;Plans for additional resources; Sets goals and objectives; Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

QUALIFICATIONS

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.

EDUCATION

B.S. in a computer related field or equivalent certificate is preferred.

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