IT Support Specialist II - San Bernardino

InnovAge • San Bernardino, CA 92401

Posted 3 weeks ago

Job Description

Job Summary

Under the supervision of the Director of IT Customer Support, the IT Support Specialist II, provides first level technical support to end users and data entry for various programs and reports. This ensures proper computer operations so that end users can accomplish business tasks.

Essential Functions and Work Responsibilities

Functional Category: Help Desk Support

Estimated Percent of time Spent 100%

* Works with end users to identify and deliver required PC service levels within deadlines, while maintaining accuracy and data integrity.

* Responds to End User Help Desk requests issued over e-mail and phone in a courteous and helpful manner.

* Gathers system and departmental documentation for all pertinent end user identification information which includes; name, department, contact information, and nature of problem or issue.

* Records, tracks and documents help desks requests and the problem solving process from the response of the ticket through final resolution which includes decisions and actions made whether successful/unsuccessful.

* Installs, configures, tests, maintains, monitors and troubleshoots end user workstation software and networking software products.

* Utilizes the Internet to access software updates, drivers, knowledge basis and other resources in order to aid in problem resolution.

* Installs and maintains anti-virus and anti-spyware.

* Provides training and support to end users and staff on computer operation and other issues.

* Performs user setup procedures of new employees and current employees that need additional applications utilizing proper security measures for access and appropriate installation policies and procedures.

* Performs on-site analysis, diagnosis and resolution of PC problems for a variety of end users, recommends and implements corrective action.

* Performs hands-on fixes at the desktop level which includes installing and upgrading software, hardware, implementing file backups, and configuring systems and applications.

* Performs preventative maintenance which includes the checking and cleaning of workstations, printers and peripherals.

* Provides support for phone systems and docking stations and ensures that all tasks and requests are logged using appropriate documentation.

* Ensures network connectivity of all computers through familiarity with TCP/IP network concepts.

* Administers and maintains end user accounts, permissions, and access rights through familiarity with windows domain technologies and group policy.

* Works with End Users to identify and deliver Service Levels Agreements.

Job Qualifications


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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



* Bachelor's degree in computer science, computer engineering or a related field from an accredited college/university

Work Experience and Qualifications

* A minimum of three years' experience in desktop support, helpdesk administration and desktop deployment with applications such as Microsoft Office Suites products including Windows 7s, MSOffice 2007, Ghost, Citrix and VPN.

* Experience communicating technical information to non-technical personnel in addition to experience dealing effectively and empathetically with angry and/or frustrated end users

* Experience working with Server Architecture, SNMP and network monitoring, Networking (LAN and WAN TCP and UDP) protocols, Operational Tools and Applications, Microsoft Components, Citrix Software, Terminal Servers, Platform Services, Multi-tiered business developed applications support (L1-L2)/installation/monitoring, File and Print Servers, Web Servers, SQL Servers, Directory Services (AD, LDAP) and Data Back-up and Restore Process and Adherence.


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