Endpoint Support Technician - On-Site in Sacramento

Endpoint Support Technician

Estrada Consulting, Inc. is seeking an experienced Endpoint Support Technician to provide hands-on IT operational support for SMUD's IT Platform Services team. This role will support desktop, laptop, peripheral, conference room, and audio/visual environments in a professional enterprise setting. The selected technician will provide responsive technical support to end users, complete assigned work through Service Now, support executive-level users, and assist with after-hours Board and Committee meeting support on pre-scheduled dates.

This is an on-site role requiring strong customer service, communication, troubleshooting, and follow-through skills.

The Endpoint Support Technician will be responsible for:

• Providing on-site technical support at SMUD office locations.
• Supporting desktops, laptops, tablets, printers, plotters, and related peripheral equipment.
• Installing, maintaining, diagnosing, and preparing computer hardware and Microsoft software products in a networked environment.
• Troubleshooting and resolving hardware, software, user profile, and connectivity issues.
• Completing assigned incidents, requests, and tasks in the Service Now ticketing system.
• Performing computer user data and software inventory services.
• Providing conference room support, including meeting setup, troubleshooting, and user assistance.
• Supporting audio/visual equipment for hybrid meetings, Board meetings, and Committee meetings.
• Providing after-hours A/V support on pre-scheduled dates, with meeting preparation beginning after 5:00 PM and support potentially continuing until midnight or later.
• Providing "white glove" technical support to C-Suite and executive staff.
• Communicating technical information clearly to end users, supervisors, and project/support teams.
• Working independently with minimal direction while also collaborating effectively with IT team members.
• Occasionally driving a personal vehicle between SMUD office locations as needed.

Candidates must have:

• Minimum of 5 years of experience in IT operations support.
• Experience supporting desktops, laptops, tablets, printers, peripherals, and Microsoft Windows environments.
• Experience diagnosing, researching, and resolving computer hardware and software issues.
• Experience providing technical support in an enterprise or networked environment.
• Strong written, verbal, and collaboration skills.
• Ability to communicate technical information clearly to both technical and non-technical users.
• Ability to work on-site at SMUD office locations.
• Ability to work after 5:00 PM on pre-scheduled dates for Board and Committee meeting support.
• Ability to lift up to 50 pounds.
• Ability to perform the physical duties of the position.
• Willingness to complete any required SMUD medical examination or Fitness for Duty screening, if requested.

Preferred candidates will have:

• Experience using Service Now or a similar ITSM/ticketing system.
• Experience supporting executive or C-Suite users in a high-touch customer service environment.
• Experience supporting audio/visual equipment for conference rooms, hybrid meetings, Board meetings, or public meetings.
• Experience with user profile support in a Windows enterprise domain environment.
• Experience performing asset inventory, software inventory, or endpoint documentation.
• CompTIA certification or related technical certification.

This position is expected to be primarily on-site at SMUD facilities. Some remote work may be available during the contract, depending on SMUD's needs and supervisor approval. The contractor's schedule may fall between 7:00 AM and 11:59 PM Pacific Time, with specific work hours coordinated with the immediate supervisor. After-hours work will be limited to pre-scheduled dates, primarily for Board and Committee meeting support.

Please submit:

• Current resume.
• Candidate hourly rate.
• Confirmation that the candidate is available for on-site work at SMUD office locations.
• Confirmation that the candidate is available for pre-scheduled after-hours support after 5:00 PM.
• Response to whether the candidate is currently a member of or retiree from CalPERS.
• Brief responses to the following:
• Describe a technical support position you have been involved with in the last 3 years. What were your key responsibilities?
• Describe your experience supporting desktops, laptops, and tablets in an enterprise domain, including Windows operating systems and user profile support.
• Describe your experience supporting audio/visual equipment in hybrid meetings.