Technical Customer Support Manager jobs in Stockton, CA

Description

Classification: Non-Exempt

Department: IT – Help/Service Desk

Summary

The Help Desk Technical Support Analyst (TSA) optimizes IT services, including networking, IT security, email, telephony, storage, and disaster recovery. Providing advanced technical support for desktop/laptop, server, and networking issues. Ensuring all IT services are proactively maintained and upgraded, including anti-virus, backups, imaging, and patching. The TSA provides subject matter expertise for both hardware and software as well as supporting the users with any problems they have with software or hardware. The TSA will work with users over the phone, online or in person providing technical support and educating end users when they are setting up or experiencing trouble with software or hardware.

Requirements

Core Values & Competencies

• Customer/Client/Employee Focused & Detail Orientated

• Team Player able to communicate, share knowledge, experience, mentor and assist others.

• Willingness to learn and looking for opportunities to expand and improve their technical knowledge while also staying current on technical developments. 

• Results Driven and able to make recommendations about how to further support the company and users to do their jobs better.

Responsibilities - Reasonable accommodation may be made to enable individuals with disabilities to perform these essential responsibilities.

• Assess and monitor company and user needs and IT department requirements.

• Evaluate, prioritize, answer and/or hand off incoming Service desk requests (ie. Help Desk tickets) for assistance received by phone, email, voicemail, or in-person.

              •    Responsible for the follow-up on ALL open/active tickets, and making sure that the problem is permanently resolved in a timely manner.

• Use all available resources to solve tickets assigned to self.

              •    Problem-solve and document solutions to address user issues with software, hardware, and servers.

              •    If an incident must be escalated to an outside source, then the TSA should, when possible, suggest a workaround for the user in the interim. 

• Install/configure and deploy software and/or hardware per department and/or user's request. Confirming or obtaining Manager's approval when required.

• Implementation of new technologies to ensure the company and users operate effectively and reliably.

               •    Collaborate within IT department to implement new network and system tools to improve productivity and service. 

• Responsible for overseeing and monitoring of existing systems to ensure operational and design integrity. Perform general maintenance and updating of technical equipment and supported software.

• Responsible for routine testing of installed software for failures and other issues.

• Collaborate and inform Management on all projects. Work with IT department to regularly review reports on project status, research, tech tool issues etc.

Supervisory Responsibility - None

Work Environment - This job operates in a professional office environment. This position routinely uses computers and phones, and occasionally photocopiers, filing cabinets and fax machines.

Physical Demands - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is largely spent in a sedentary role; and regularly required to talk, hear and see. The employee is required to sit, stand, walk; use hands to finger, and reach with hands and arms. This would require the ability occasionally to lift equipment, stoop, bend, kneel and stand as necessary. Occasionally lifting up to 40 pounds.  Specific vision abilities are required by this job including close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.  Other tasks would include some driving with mileage reimbursement. 

Position Type and Hours - This is a full-time onsite position with regular business hours (Monday-Friday 8am to 5pm with 1 hour for lunch. Some hours may be required for time-sensitive projects or projects that need to be done during nonbusiness hours, such as weekends or evenings as needed.

Travel - Travel may be expected for this position.

Preferred Education, Experience, and Qualifications

• Associate or bachelor’s degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent vocational/technical training.

• Two years of experience in technical support.

• Valid vehicle driver’s license and proof of vehicle insurance

• Strong knowledge of:

      •   Systems and networking software, hardware, and networking protocols.

               •   All types of electronic devices.

         •   Windows 10 and 11, Microsoft 365 and the included applications.

               •  Internet browsers; Edge, Firefox and Chrome.

• Good knowledge of:

               •   Telecommunications technology (cellphones and VIOP, Apple iOS).

               •   VMware, Network and domain configurations and AD management.

Additional Eligibility Qualifications - None required for this position.

Other Duties - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.