Los Angeles, California
Irvine, California
Albany, New York
Irvine, California
Fullerton, California
Los Angeles, California
Posted: 09-Sep-25
Location: Youngstown
Internal Number: 5071925
The class works under direct supervision and is responsible for the resolution of customer technology issues, questions, and/or the deployment of existing technologies typically as escalated from the service desk, and/or as assigned. Tasks include installation of, upgrades to, and approved removal of, technology equipment and software applications, problem diagnosis, and resolution according to standard and/or best practices; works with clients to ensure the functionality and workability of necessary technologies. Logs progress, work status, and accounts for time spent.
Essential Functions and Responsibilities: 60% - Assists in specifying and developing tools and procedures for administration of various technologies.
Prepares estimates of time, cost, and resources.
Prepares instructions, procedure manuals, etc. in support of technology systems and software.
Establishes and maintains user contacts, schedules technology equipment/spaces as required; formulates and evaluates hardware and software recommendations; researches current and developing technology trends including information access and retrieval.
Plans, installs, configures, tests, and maintains integrated systems and cloud-based systems using standardized tools/means.
Serves as a secondary in a primary/secondary support role with an Information Security Engineer. Acts as a backup to lower-level employees as needed.
Provides guidance when working with lower-level employees and students to assist in professional growth and development.
25% - Logs technology services and/or help provided via the service management system; ensures no loss of data during procedures performed; completes a set minimum number of service tickets per day; knows and adheres to all documented policies, procedures, regulations, and work requirements.
Prepares reports on work, assignments, time, status, etc. as scheduled and requested; escalates well-documented issues to other teams and/or employees as necessary and appropriate; represents the department in a professional, courteous, and helpful manner.
Installs, configures, tests, and maintains security hardware and/or software using standard methods and/or tools.
Works with, protects, secures, migrates, etc. data as needed to perform required and/or assigned duties implementing standard procedures and/or best practices to ensure no data loss.
Creates and maintains concise, accurate, and timely records of services rendered and help requests.
15% - Maintains documentation for new and changing technologies especially regarding security hardware and/or software.
Assists Service Desk staff on an as-needed basis and may serve periodically on the Service Desk to fully understand front line customer support protocols.
Serves as a resource for technology and/or business project tasks as assigned.
Trains constituents as needed regarding technology functions and operations.
May serve as a primary in a primary/secondary support role with an information security technician 1.
Other Functions and Responsibilities: Assists with training new hires.
Performs other duties as assigned and/or required that are within the level of responsibility for this classification at the discretion of the supervisor.
Equipment Operated: Computer and all other standard office equipment.
Work Schedule: Monday through Friday 8:00 a.m. to 5:00 p.m. May be required to work occasional evenings and weekends. Occasionally on call. Potential for some remote work.
Supervision Exercised: May exercise supervision over student employees.
Required Certifications, Training, and/or Licensures: None
Knowledge, Skills, and Abilities:
Knowledge of: data protection and security awareness; business information systems and corrective actions thereof, office productivity, security, backup, software, and related; network connectivity of various devices including desktop and laptop computers, smartphones, electronic tablets and pads, etc. running various operating systems; network administration including diagnosing and resolving technology issues over LAN/WAN; employee training and development.
Skill in: operation of enterprise systems; written and verbal communication; operation of current consumer technologies, peripheral equipment, instructional technologies and instrumentation and trending and/or scientific software apps.
Ability to: cooperate, interact, and instruct others in problem solving individually and with coworkers in a team environment; document and communicate technical issues well and in a non-technical manner; resolve technology issues, questions, and complaints from clients and especially those escalated by the service desk and other lower-level employees and provide a friendly atmosphere; maintain proficiencies regarding technology duties and tools.
(*) Developed after employment.
Minimum Qualifications: High school diploma or GED; five years of customer service experience with at least four years involving technology support and two years working with integrated systems for a business of fifty employees or more; proficient with local, networked, and mobile technologies, office productivity software applications, and network connectivity including operations and problem diagnosis and/or resolution.
Preferred Qualifications: Bachelor's degree in computer information systems or a related field. Five or more years of experience responding and resolving user technology questions and/or issues. Certified in multiple technology related programs within the past ten years.