IT Technician III

Job Description

Job Description

Description:

The CalMHSA Way:

• Curiosity
• Innovation
• Grounded in Mission
• Ownership
• Clarity

SUMMARY: The CalMHSA IT Level 3 Technician provides on-site user support for both local and remote staff and is instrumental in ensuring that our new staff are up and running flawlessly upon hiring. This role takes primary responsibility for all desktop, laptop, networking, phone and other user device configuration and support. This role demands advanced knowledge of desktop IT systems and a strong ability to solve intricate technical problems, ensuring the smooth operation of CalMHSA technology services and processes. Must be able to work with all levels of staff, including C-Suite executives, with professionalism and a customer service attitude. The role will operate with independence to accomplish assignments and projects that have been assigned and take ownership of their delivery. All tools will be utilized in your duties, including scripting, automation and AI tools to help streamline processes to efficiently accomplish goals. Remain flexible with duties assigned as department needs change to support the organization.

DUTIES AND RESPONSIBILITIES include but are not limited to:

• Respond and resolve Level 3 incoming IT support requests. Work closely with the IT Level 1 and 2 staff to provide guidance and mentorship, enhancing their technical skills and knowledge.
• Act as a backup for Level 2 technicians during high call periods or staffing shortage; handle escalated issues from Level 1 and 2 technicians.
• Prioritize, schedule and escalate issues (when required) to the appropriate IT personnel.
• Record, track and document helpdesk requests and problem-solving process, including all successful/unsuccessful decisions made and actions taken through to final resolution.
• Record all processes into knowledgebase and submit knowledgebase articles for use as Level 1 and 2 triage scripts.
• Efficiently document, track, and monitor issues to ensure timely resolution within established service Level agreements (SLAs).
• Provide third-Level support for escalated technical issues, including troubleshooting for hardware, software, network and server related problems.
• Perform identity access tasks such as user account management, permissions, and confirm services/systems licensing, rights and roles.
• Deploy, troubleshoot and resolve network issues, including switches, routers, firewalls, and VPN connections.
• Lead the deployment, configuration, and maintenance of end-user software applications and updates.
• Support IT hardware, including desktops, laptops, printers, and mobile devices.
• Comply with all IT security policies and procedures to ensure data protection and network security; ensure employee compliance with all IT policies, procedures, and standards by answering questions, reviewing reports, etc.
• Lead IT projects, including new technology implementations, system upgrades, and infrastructure improvements.
• Conduct training sessions for end-users on new technologies and best practices to enhance IT literacy.
• Check and confirm all new hire onboarding tasks including system configuration, access management, user training.
• Ensure prompt offboarding retrieval of staff equipment and removing system and services access.
• Identify and develop enhancements to IT desktop systems through automation and use of AI tools.
• Responsible for managing IT equipment purchases and ensuring on hand inventory minimums are kept at proper levels.
• Resolve advanced hardware and software break/fix tickets
• Resolve advanced hardware/software configuration issues and troubleshoot software and hardware issues.
• Research and implement fixes for new and escalated issues from level 1 and 2 technicians.
• Submission of change requests from incidents and request tickets; participate in change management activities.
• Maintain and support all CalMHSA AV and conferencing equipment.
• Maintain all endpoint asset management inventory.
• Audit all endpoint data destruction activities to ensure company policiy is followed.

BACKGROUND CHECK ELIGIBLE DUTIES

This position requires access to IT systems, infrastructure, and applications that house confidential information, including employee records, user credentials, system configurations, network access controls, and applications containing county records and private behavioral health information. The incumbent has elevated system privileges for user account management, permissions administration, and device configuration. The incumbent must handle all access responsibly in accordance with CalMHSA IT security policies and procedures, ensuring the integrity and security of all systems and data while preventing accidental or malicious misuse of privileged access.

QUALIFICATIONS – EDUCATION, EXPERIENCE, and SKILLS/KNOWLEDGE:

• Associate or bachelor’s degree in information technology, Computer Science, or a related field, or equivalent work experience.
• 4-6 years of experience in IT support or a similar role.
• Advanced knowledge of Windows, Mac and Linux/Unix operating systems.
• Proficient knowledge of Microsoft 365’s administrative functions for desktop products.
• Experience with Mobile Device Management (MDM) Solutions (Intune, Iru, Jamf, ABM, etc.)
• Experience with IT ticketing systems (e.g., Zendesk, ServiceNow).
• Expert hardware and software troubleshooting skills
• Strong knowledge of networking
• Ability to quickly research and identify incident candidates for escalation, major incidents.
• Excellent problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Effective time management and organizational skills.
• Customer-focused attitude with a commitment to providing high-quality service.
• Ability to understand, engage, complete, and document tasks as required to complete projects. CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications are a plus.

COMPUTER SKILLS – Demonstrate the ability to use Microsoft office suite (Outlook, Excel, Word, PowerPoint), Adobe, Google office suite, and other modern connectivity applications (Zoom, Slack, Asana) for daily internal communication.

LANGUAGE SKILLS and MATHEMATICAL SKILLS - Demonstrate the ability to read, comprehend, and respond appropriately through written or verbal form; demonstrate tactfulness when communicating including internal communication with staff members of all levels of employees; ability to communicate with a variety of audiences effectively. Ability to add, subtract, multiply, and divide in all measure units, using whole numbers, common fractions, and decimals.

REASONING – Demonstrate the ability to effectively apply common sense and follow through to daily tasks; demonstrate the ability to work with little or no supervision; demonstrate excellent analytical skills; demonstrate the ability to efficiently conduct research and ask appropriate probing questions to complete necessary tasks.

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 frequently required to sit and stand; use phone and headset; use hands, arms, fingers to type; answer phones; write; use calculator; demonstrate strength to lift and carry materials weighing up to 50 pounds; demonstrate clear vision to read printed materials and a computer screen; hearing and speech to communicate in person and over the telephone.

SENSORY DEMANDS - The incumbent must spend long hours in intense concentration. The incumbent must also spend long hours on the computer entering information which requires attention to detail and high Levels of accuracy.

MENTAL DEMANDS - There are a number of deadlines associated with this position, which may cause significant pressure. The incumbent must also deal with a wide variety of people on various issues.

REGULAR WORK SCHEDULE – Schedule varies depending on business needs; however, company normal business hours are 8:00am to 5:00pm, Monday – Friday.