Deskside

Core Function

This role will be expected to handle high-stress situations involving problem diagnosis and client relationship management. The position serves as the liaison between assigned support areas other areas of technology to ensure quick and efficient resolution of any problems, primarily focusing on resolving client technology-related issues.

• Troubleshoot any problems or issues that arise with Windows and Macintosh desktops/laptops from the network drop to the desktop/laptop excluding security patches/updates.
• Respond to alert notification or escalation of an issue from members of the VACO ITSS team, determining the probable cause of the issue and taking appropriate intervention actions to restore the Windows and Macintosh desktop/laptop to operational status.
• Support the Mac operating system and various Apple tools and applications.
• Provide operating system updates for Macintosh desktops/laptops.
• Provide graphical user interface-level assistance with Mac OS X Server configuration and server administration.
• Support MAC in Windows XP environment (virtual).
• Document any troubleshooting and corrective actions taken to resolve Windows and Macintosh desktop/laptop issues in the Help Desk system.
• Add virtual desktop client to Office 2007 / Office 2010.
• Load and reload, configure, and update anti-virus and virus scan software on desktop/laptop as required.
• Assist with identification and remediation of Windows and Macintosh desktop/laptop already infected with computer virus.
• Assist with creation and distribution of “clean-up kits” (including instructions and user documentation) for Windows and Macintosh remote laptops.
• Load, configure, and update Virtual Private Network (VPN) and RESCUE software on desktop/laptop as required.
• Assist with creation of a knowledge base of problem remediation.
• Disconnect and/or reconnect desktop and peripherals in support of office moves within the Clients Campus.
• Assist in the creation of IT customer support notices and alerts, both verbal and written, on an as needed basis.

None

• Must be detail-oriented, able to handle a variety of tasks efficiently and accurately within deadlines.
• Demonstrate strong customer service skills, communicating professionally with a sense of urgency and empathy.
• Possess exceptional written and verbal communication skills in English.
• Quickly learn and acquire expertise in client’s custom applications.
• Self-starter with strong organizational skills and ability to prioritize workload.
• Knowledge of CA USD preferred; experience with similar ticket-tracking/request system workflow tool considered.
• Excellent understanding of technology and the role of the client in relation to the larger IT infrastructure.
• Team player invested in maximizing team/department performance.

The duties require regular sitting, talking, hearing, and use of hands to operate standard office equipment. Employees may walk, stand, and move about; lift and move up to 35 pounds; ascend and descend stairs; and adjust focus for close vision work. Reasonable accommodations may be made for individuals with disabilities.

The role demands effective written and oral communication skills; reading and interpreting data; problem analysis; mathematical reasoning; learning and applying new skills; performing detailed work on multiple concurrent tasks; and maintaining composure in a fast-paced environment.