IT Support Specialist II
Dublin, CA

Job Description

IT Support Specialist II

JOB SUMMARY

The IT Support Specialist II will be responsible for providing day-to-day technical support to our growing user base by working as part of our IT Support (Service Desk) Team. Our organization is experiencing rapid growth and is a dynamic, fast paced, agile environment. The Service Desk Team is responsible for ensuring our highly decentralized internal customers have properly functioning technology. The majority of the workday is spent working with our customers over the phone and email, using our remote-access system to help resolve problems and answer questions regarding their computers, mobile devices, software or other technology. You would be tracking trouble tickets through our ticket tracking system and will escalate to our level 2 support when needed. The majority of support is provided remotely from our Dublin and Walnut Creek offices. Our Service Desk team currently supports over 10 physical sites and 800 mobile end-users primarily in the San Francisco Bay Area. Our organization is a HIPAA / HITECH compliant environment making experience with security protocols for protection of PHI and PII a must for this role.

ESSENTIAL JOB FUNCTIONS

Responsibilities

* Provide in-person support for Executive Team
* Provide support during offsite meetings as needed
* Provide advanced level technical support during live events utilizing video conferencing software (ex: Zoom).
* Assist customers with installation, upgrading, configuration, troubleshooting and ongoing usability of workstations (desktops/laptops), VoIP desk phones, mobile phones, printers, peripheral equipment, networking hardware, VPN, and software (on-site and remote)
* Provide timely responses to customer and management requests; status updates on such requests need to be provided on a regular basis
* Follow set policies and procedures when assisting customers to ensure proper handling of requests
* Provide in-person and telephone support to customers on hardware, software, general use, questions, and network related problems (on-site and remote)
* Provide remote screen share support as necessary (via LogMeIn Rescue)
* Work with vendors to resolve technical problems with hardware and software
* Escalation of problems when unable to resolve
* Provide advanced level technical support with the Microsoft suite of products (Windows 7/8/10, Office 2010/2013/2016, etc.)
* Provide advanced level technical support for Apple macOS
* Create, manage, document and update trouble tickets as necessary within the ESBA ticketing system (Jira)
* Image, configure and deploy workstations (desktops/laptops) and mobile devices (iPhones, iPads, etc.)
* Work with Tier I, II, III and other IT groups to resolve technical problems
* Ensure successful completion of all daily tasks (externally and self-assigned)
* Help maintain and organize hardware and software inventory
* Make Active Directory changes as needed (User & Group management)
* Work within HIPAA security guidelines and rules, adhering to compliance
* Must be able to work late and off-hours as needed
* Must be able to document work within the ESBA online documentation repository (Confluence)
* Other duties as assigned

QUALIFICATIONS

Minimum Education & Experience Equivalent to:

* AA degree (or better) or documented experience in an IT support capacity
* Minimum of 2 years experience working in a HIPAA/HITECH compliant environment
* Minimum 2-3 years experience working with and managing Microsoft Active Directory
* Minimum 2 years of experience with enterprise-grade Anti-Virus software (experience with Carbon Black Defense a plus)
* Minimum 2 years of experience supporting mobile devices (iOS & Android) in an enterprise environment (experience with VMWare AirWatch preferred)
* Possess 3+ years of experience providing technical support to end users
* Possess 3+ years of workstation support experience in a corporate / enterprise environment
* Experience with and ability to configure, troubleshoot and resolve complex issues using Windows-based systems running Windows 7/8/10 and related technologies in a geographically dispersed environment
* Experience following procedures with consistent and successful results
* Experience performing system administration duties on Windows-based systems using Windows 7/8/10 and related technologies

Knowledge, Skills & Abilities:

* Strong knowledge of Windows 7/8/10, Microsoft Office 2010/2013/2016
* Knowledge of PC hardware and softwareS
* Strong knowledge of Apple macOS
* Knowledge of networking, hardware, and software
* Knowledge of mobile operating systems such as Apple iOS and Google Android
* Knowledge/experience supporting mobile user workstations (desktops/laptops) and mobile devices (iPhones/iPads)
* Knowledge/experience troubleshooting and resolving a wide range of hardware or software issues
* Ability to effectively communicate with customers and resolve technical and training issues.
* Sensitivity to working with an ethnically, linguistically, culturally, and economically diverse population.
* Excellent verbal and written communication skills
* Ability to remain calm, focused and customer oriented during hectic events
* Proficient in Microsoft Office (Outlook, Word, Excel, etc.) and related computer software.
* Ability to quickly learn new software programs as needed.
* Ability to type with sufficient speed and accuracy to perform job functions
* Possess superior time management and organizational skills with the ability to coordinate multiple schedules based on individual preference and guidelines
* Ability to review and identify accurate data entry, correcting and monitoring data entry issues
* Ability to deliver outstanding customer service and professionalism in all interactions
* Ability to multi-task and meet deadlines is required.
* Ability to work in a team-oriented setting and collaborates with peers/leadership.
* Ability to exercise confidentiality and discretion pertaining to the work environment.
* Able to consistently demonstrate good judgment and decision-making skills.
* Ability to work independently and to be flexible in changing work priorities
* Adept to thinking critically and analytically.

Physical Requirements:

* Frequent speaking and listening (25-75%) to clients, staff, and others in the workplace.
* Intermittent walking, standing, bending, stooping, kneeling
* May have to lift equipment up to and including 50 lbs.
* Visual and auditory ability to work with staff and others in the workplace continuously.
* Ability to utilize computer, cell phone (iPhone), fax machine, telephone and copy machine.
* Frequent proofreading and checking documents for accuracy.
* Must be able to communicate effectively within the workplace, read and write using the primary language within the workplace.

Conditions of Employment:

* Ability to obtain and maintain criminal record clearance through the Department of Justice (DOJ). The People & Performance Department must analyze DOJ/FBI live scan reports in accordance with applicable Federal, State, and Local laws, as well as fitness for the position.
* Must have a valid Driver's License with Insurance and maintain a clean driving record.
* Ability to obtain and maintain clearance through the Office of Inspector General.
* Able to travel to multiple work sites. Reliable transportation needed.
* Must attend any required training.

About Us

Easterseals Bay Area (ESBA) is a leading provider of programs and services for individuals and their families affected by autism, developmental disabilities, and special needs. We are mission-driven and proud of our team members who work each day to ensure those affected by disabilities can live, learn, work, and play to their full potential.Our focus on clinical excellence includes a comprehensive clinical standards program that meets the rising demand for individualized and accessible behavioral health services. Our team - from client-facing practitioners to business and support staff - works together to take on autism and disabilities with an approach that benefits clients, their families, and the entire staff.

You would be a great fit at ESBA if you are interested in being part of an organization that has a consistent track record of high-quality clinical standards, rapid expansion, and a dynamic employment environment with exceptional opportunity for personal growth. We are accredited by the Commission on Accreditation of Rehabilitation Facilities (CARF) International. This three-year accreditation certifies that ESBA meets internationally recognized standards for high-quality services and is the highest level recognition that CARF awards. The CARF surveyors noted that "the organization demonstrates a strong commitment to the clients [which is] clearly visible in the staff members' conscientious attention to detail and collaborative efforts."

Founded in 1927 in Northern California, Easterseals Bay Area is a 501(c)(3) non-profit organization and an affiliate of the Chicago-based Easterseals national organization, which was established in 1919 and works in communities across America. ESBA has nine offices located in the Bay Area.

Easterseals Bay Area is proud to be an equal opportunity employer.