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IT Field Services Technician
Ref No.: 18-13350
Location: San Francisco, California
Start Date / End Date: 11/05/2018 to 12/30/2018
Job Function Summary:
Typically found in large central departments serving multiple departments or units, this family involves providing day-to-day advanced consultation, training, instruction and troubleshooting / problem-solving to technical staff and end users for hardware, software, network and related computer systems, handheld and peripheral devices and ensures their operation for individuals and groups of computer users. Analyzes, recommends, installs, configures and evaluates systems and tools for internal and end user use. Develops and conducts tests of hardware and software and reports on configurations and behavior. Develops and provides technical documentation and training. Assesses needs and recommends hardware and software acquisitions and upgrades.

This is a mid-level support position for problem resolution, and providing technical recommendations for more complex problems. Incumbent participates in system administration with appropriate tools such as Microsoft ADUC (Active Directory) console, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix). At this level, assignments may be complex in nature where judgment will be required in problem resolution and training end-users. The incumbent is responsible for maintaining secure and confidential information and must be familiar with specific IT technical policies. Incumbent is responsible for the resolution of technical issues concerning desktop computers, laptops, communication devices, printers, and other peripherals. Incumbent will provide software support and user training on applications for computers, communication devices (iPad, iPhone, Android), and printers. Incumbent will document in detail the request and incident resolution and track hours worked in the help desk ticketing system and provide the customer with status updates. The incumbent must balance his or her technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk and Field Services, providing both phone-based, remote and onsite customer support. Exercise sound judgment and prioritization and reorganization of customer requests. Incumbent must be flexible with scheduling and willing to work nights and weekends.

Department Overview (please write a brief description of your department/unit that you would like to be included in the job posting/advertisement)



CLIENT ITS is a highly complex environment that interacts with many IT service providers within CLIENT community, as with the Campus and Medical Center IT environments. The department includes administrative staff, project managers, software developers, server administrators, service desk personnel, network infrastructure, network security, desktop engineering, and field desktop support.

Knowledge, Skills and Abilities Req / Pref
Demonstrated expert proficiency supporting MS Windows XP, Windows 7, Windows 10, Macintosh OS X, and MS Office. Proficiency with troubleshooting MS Word, Excel, and Outlook.
REQ
Ability to act as a Desktop Hardware & Software consultant helping customers purchase the appropriate Hardware & Software for their needs. REQ
Ability to troubleshoot and support network connections for workstations and printers, VPN, and wireless environments. REQ
Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices – Windows, Macintosh, Android and iOS. REQ
Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. Ability to follow Desktop Support process in an enterprise environment such as, Customer Onboarding, Desktop engineering tools and services, Financial management Policies and Service, Security processes & tools, and Customer Outreach & Tools. REQ
Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. High degree of collaboration skills and the ability to work well in small teams and cross functionally. Knowledge of Collaboration tools & Service. REQ
Working knowledge of server internals, especially as needed for troubleshooting and isolating issues. REQ
Advanced skill at creating technical documentation for complex processes and applications. REQ
Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner. Ability to develop and deliver advanced desk-side training, basic desk-side training, basic group training. REQ
General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services. REQ
Demonstrates problem-solving skills. REQ
Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards. REQ
Effective skills at technical and administrative work direction, and proficiency in project management basics. REQ
Excellent customer service skills. REQ
Demonstrated judgment to delegate / escalate issues appropriately. High degree of self-motivation and flexibility. Must be exceptionally resourceful, detail-oriented, and have outstanding organization skills. Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers. REQ
Understanding of IT Service Management, incident and request management with-in an Enterprise environment REQ
Ability and flexibility to support a 7x24 clinical environment with potential on-call responsibilities. REQ

Education Req / Pref
Bachelor's degree in Computer Science, Information Systems, or a similar degree. In lieu ofdegree, minimum of one years of additional relevant experience. PREF
Minimum three years of experience in a desktop support or help desk position,supporting Windows and Macintosh computers in a complex networked environment. REQ
Licenses Req / Pref
A valid California state driver's license is preferred, since auto travel to other sites may be required PREF
Certifications Req / Pref
Relevant technical certification (Microsoft, Apple, A+, PMP, ITIL, MCP, MSCE, MSCA, CCNA, HDI,etc.) PREF




Requirements:
This will be extended in Dec. 6/30/19.

Shift times: M-F 8AM-5PM – Variable (can shift to 7-4PM, or 9-6PM with prior notification)

Location: Primarily Parnassus & Mission Bay, other sites as needed via CLIENT Shuttles.


Knowledge, Skills and Abilities

Req / Pref

Demonstrated expert proficiency supporting MS Windows XP, Windows 7, Windows 10, Macintosh OS X, and MS Office. Proficiency with troubleshooting MS Word, Excel, and Outlook.
REQ

Ability to act as a Desktop Hardware & Software consultant helping customers purchase the appropriate Hardware & Software for their needs.
REQ

Ability to troubleshoot and support network connections for workstations and printers, VPN, and wireless environments.
REQ

Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices – Windows, Macintosh, Android and iOS.
REQ

Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. Ability to follow Desktop Support process in an enterprise environment such as, Customer Onboarding, Desktop engineering tools and services, Financial management Policies and Service, Security processes & tools, and Customer Outreach & Tools.
REQ

Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. High degree of collaboration skills and the ability to work well in small teams and cross functionally. Knowledge of Collaboration tools & Service.
REQ

Working knowledge of server internals, especially as needed for troubleshooting and isolating issues.
REQ

Advanced skill at creating technical documentation for complex processes and applications.
REQ

Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner. Ability to develop and deliver advanced desk-side training, basic desk-side training, basic group training.
REQ

General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services.
REQ

Demonstrates problem-solving skills.
REQ

Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.
REQ

Effective skills at technical and administrative work direction, and proficiency in project management basics.
REQ

Excellent customer service skills.
REQ

Demonstrated judgment to delegate / escalate issues appropriately. High degree of self-motivation and flexibility. Must be exceptionally resourceful, detail-oriented, and have outstanding organization skills. Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.
REQ

Understanding of IT Service Management, incident and request management with-in an Enterprise environment
REQ

Ability and flexibility to support a 7x24 clinical environment with potential on-call responsibilities.
REQ