Desktop Support

Hourly Rate: $28 W2; $32 CTC/1099 Job Description: The ESA II Generalist is responsible for providing support to staff with computer hardware and software issues. This position will be focused on providing support for employees across various departments and locations. This role is responsible for the deployment, maintenance, monitoring, analysis and resolution of the equipment, both physical and virtual, that delivers the end user access to the digital content. A Generalist must be familiar with a variety of cloud system concepts, ITIL practices, and procedures, relying on experience and judgment to plan and accomplish goals, performing a variety of complicated tasks, with expectations to have a wide degree of creativity and latitude. ESSENTIAL DUTIES: Communicate. Effectively communicates with customers, management and coworkers. Shares appropriate work order and project information. Coordinates and schedules meetings with users of all levels and is punctual. Keeps calendar up to date. Self-Directed. Works and researches independently with little or no direct supervision to perform day-to-day operations. Ensures work is followed through to completion and on time. Prioritize. Performs activity based on urgency by logically prioritizing work orders, projects, maintenance and break-fix work. Troubleshoot. Performs intermediate and advanced troubleshooting. Identifies root cause of problems. Identifies roadblocks and finds possible alternatives with appropriate urgency. Escalates problems to management, the customer and/or vendors. Deploys solutions in a timely manner. System Maintenance. Maintains existing systems, programs, interfaces and reports according to changing requirements, user needs, funding changes and/or best practices. This includes: Investigating impact of modifications and adjustments to existing systems software and interfaces. Managing and performing system upgrades, migration or retirement by coordinating, planning, scheduling, testing and communicating changes through the change management process. System monitoring and performance evaluation, making recommendations as needed. Preventative maintenance Ensuring backup and recovery of system and data Working with the vendor or partner as required. Training. Responsible for identifying and providing training and assistance where required. Identifies and requests necessary self-training. Team Participation. Attends and actively contributes to department, team and ad-hoc meetings Works with Help Desk staff and provides 2nd level support for unresolved work orders. Participates in the Technology Services after hours call rotation Leads or participates with teams to meet department and county projects or goals. Completes TS Department operations and tasks as assigned. Documentation. Develops and maintains technical documentation for supported systems. Completes work order detail, time reporting, project updates, problem logs, equipment transaction forms and other required documentation. Compliance Complies with laws, regulations, policies, procedures and standards, such as HIPAA. Planning Identifies opportunities for process improvement or eliminating waste. Assists with short and long term budget planning. Prepare operational plans for supported systems. Technical Skills Maintain up-to-date knowledge of voice and network topology/configuration as Subject Matter Expert (SME) for multiple systems. Become familiar with operations as required to support the customer(s). Manage or assist with delivery of system components or entire systems using various tools Maintain and implement monitoring and alerting to help manage and ensure Service Level Agreements Maintain up-to-date knowledge of PC, server and mobile technologies, and assigned systems. Acts as Subject Matter Expert (SME) for multiple systems. Become familiar with operations as required to support the customer(s). Manage or assist with delivery of system components or entire systems using various tools such as SCCM. Windows and O365 access, support, troubleshooting and integration Application automation may include: VB, VB/ASP.NET, PowerShell scripting, COBOL, RPG, or web coding to support systems. Responsible for maintaining computer systems, networking, and A/V. Provide helpdesk support for supported users to resolve application and computer configuration problems, both on-site and remotely. Works with personnel to resolve application problems and provide recommended solutions. As a generalist, you may be needed to help provider level 2 support around applications, network troubleshooting, or general support coverage in other area. Cyber Security. Participates in cyber security training. Also assists with the development and implementation of cyber security systems and disaster recovery plans. May participate in the handling of cyber incidents. Champions security for managed systems. Promotes cyber security with the customer & community. Advocates security of data and information in transit and at rest as required. Projects. May lead or participate on project teams including communications, project definition, budget, needs assessment, process improvement and all aspects of execution. This may include leading Systems Analyst I's, Systems Analyst IIs, vendors and customers. Professionalism. Interacts professionally and appropriately with others, without regard to individual characteristics. Demonstrates a personal commitment to create a hospitable and welcoming environment. Fosters respect for all individuals and points of view. NON-ESSENTIAL DUTIES: Performs related functions as assigned. Required Skills:

• Bachelor's degree in Computer Science, Information Systems, or equivalent. (5 years)
• Five (5) or more years' experience as a Desktop Support Engineer, Technical Support Engineer, or similar role. (5 years)
• Valid Driver's License required. (5 years)
• Fingerprint/background clearance required (5 years)
• Knowledge of computer software, operating systems, hardware, and networking. (5 years)
• Hands-on experience with Windows and macOS environments. (5 years)
• Solid understanding of office automation products and computer peripherals including printers and scanners. (5 years)
• Provide technical support, as needed, to the enterprise specifically around Microsoft Office 365 and Microsoft Outlook (5 years)
• Work directly with end users to troubleshoot and solve Microsoft Office 365 and Microsoft Outlook related issues that have been escalated from the Service Desk (5 years)
• Consult with other business units (e.g. application groups, DBAs, middleware, etc.) to configure platforms for product installation and ongoing support (5 years)
• Design and document enterprise standards and procedures (5 years)
• Ensure platforms/systems conform to established enterprise/industry standards (systems management, security, operating systems, etc.) and reference models (5 years)
• Implement changes to platforms with minimal impact to the business by following enterprise standards and procedures (5 years)
• Monitor, manage, and tune platforms to ensure expected availability and performance levels are achieved (5 years)
• Provide on-site, and on-call 7x24x365 support, as needed (5 years)
• Coordinate activities with internal/external technology owners/service providers (5 years)
• Plan and implement life cycle management of software and hardware (5 years)
• Ability to work well with departmental personnel and users. (5 years)
• Ability to work independently or as a member of a project team. (5 years)
• Ability to quickly identify and resolve support problems. (5 years)
• Ability to coordinate multiple problems and projects. (5 years)
• Ability to establish and maintain effectively working relationships with staff and users. (5 years)
• Ability to communicate effectively both orally and in writing. (5 years)
• Ability to work the required hours of the position. (5 years)