IT Support Technician

Intratek Computer, Inc., an Irvine, California based company, was founded and incorporated in 1989 as a computer service, support, and networking firm to provide state-of-the-art customized information technology solutions for Federal, State and County agencies, as well as leading private commercial accounts. We have comprehensive experience providing IT support services, including hardware and software support, maintenance and repair, programming, professional staffing, networking, web design and development, and helpdesk implementation and management. Intratek Computer, Inc. is looking for a IT Support Technician to support us in Santa Ana, CA. We offer great benefits and everyone has a stake in our success. Pay Rate DOE, W2 per hour Onsite Contract First shift Medical benefits Paid vacation Paid holidays ESSENTIAL FUNCTIONS: The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from a position if the work is similar, related or a logical assignment to the class. 1. Receives and responds to inquiries and requests for technical assistance from end-users on computer software and hardware, printers, other peripheral equipment, local area networks, various server platform connections and secure dial-in access; troubleshoots, diagnoses and resolves first and second level hardware, software and network connectivity problems via remote access, on-site, or by telephone; opens, logs and documents action taken on problem calls in the help desk software. 2. Installs, configures and upgrades hardware and standard software in accordance with established end-user profiles; establishes and configures network connectivity for hardware and devices, including terminal session identifications and network printers; removes programs as needed; checks overall software performance and compatibility with other software and operating systems; modifies software parameters and settings; installs and administers print services; backs up and restores corrupted files; reprints missing batches; creates configuration images for future usage; writes scripts to run backups. 3. Diagnoses hardware, software and network malfunctions; researches potential solutions; replaces components and performs other maintenance and repair; installs and configures replacement equipment and cables; makes necessary patches; evaluates computer hardware and makes recommendations regarding repair or replacement; requests, coordinates and schedules repair of hardware with outside vendors and documents repairs. 4. Installs, configures, maintains and supports local and wide area network media and devices, including servers and other devices; installs and configures new devices to the network; converts gateway functions to servers for terminal emulation; maintains and operates several server backup file operations; removes obsolete controllers and gateway equipment. 5. Interviews end-users to identify computer hardware or software requirements and needs; researches, analyzes and evaluates computer hardware, software or peripheral equipment; recommends purchases and orders new hardware and software; develops implementation plans for hardware roll-out and analyzes performance of roll-outs. 6. Assists in developing materials and training end-users on new hardware and software capabilities, uses and functions; develops instructions for use in operating and configuring applications and software. 7. Tests and evaluates new and potential equipment and applications. 8. Ensures delivery of excellent customer service through fast and thorough response to requests and probing for information regarding the technical issue, communication, and coordination with other CTS units to resolve technical issues. 9. Maintains up-to-datetechnical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks and participating in professional associations. 10. Contributes to team effort by performing highly detailed work on multiple concurrent tasks under strict deadlines; may coordinate the work of one or more User Support Technician I’s assigned to same or nearby location. MINIMUM QUALIFICATIONS: EDUCATION AND/OR EXPERIENCE REQUIREMENTS: Graduation from high school or G.E.D. equivalent. EXPERIENCE: Three years of progressively responsible experience supporting end-users in the use and operation of computer hardware and software. SUBSTITUTION: An Associate’s degree in computer technology or comparable degree or the equivalent coursework in a trade or vocational school may be substituted for two years of the required general experience. ADDITIONAL REQUIREMENTS: Licenses or Certifications: A valid California Class C driver’s license or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions at various Justice Centers. A+ Certification issued by the Computing Technology Industry Association or equivalent. Physical Requirements: Ability to lift equipment weighing up to 50 pounds; climb, bend, kneel and stoop to access cables and data ports underneath and behind desks and furniture; speak clearly and understandably and hear clearly both in-person and over the telephone; vision for both close and distance work. KNOWLEDGE, SKILLS AND ABILITIES: Knowledge of: PC hardware, software, operating systems and characteristics. Basic principles and practices of computer platform and network operating systems, including methods and procedures for establishing network connectivity. Methods and techniques for the installation and configuration of hardware, software and network connectivity. Methods and techniques for customer service and troubleshooting to determine causes of computer hardware and software problems and device errors and failures. Standard business support software, including word processing, spreadsheet, presentation, graphics, database programs Federal, state and local laws, codes and regulations pertaining to the use of computer hardware and software. Correct English usage, including spelling, grammar and punctuation. Ability to: Obtain accurate and complete information from customers to identify their needs and problems and develop responses and solutions. Understand, interpret, explain and apply detailed, specialized information, including codes, rules, policies, procedures, forms, legal terms and technical documentation in carrying out job assignments accurately and efficiently. Install and configure PCs, peripheral equipment, devices and other technology tools. Operate computer and peripheral equipment. Troubleshoot, diagnose and resolve computer and PC hardware, software and network connectivity problems and make modifications and repairs. Communicate clearly with peers, management and executives, both orally and in writing, using correct computer terminology. Use tact, discretion and courtesy in dealing with confidential information, sensitive situations and upset individuals. Understand and follow oral and written instructions. Carry out duties in accordance with policy, procedure and scope of responsibility. Establish and maintain highly effective, end-user-focused working relationships with managers and end users, other CTS staff, representatives of other agencies and others encountered in the course of work. Equal Opportunity Employer: Intratek Computer Inc. is an equal opportunity employer. “All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition.” Veterans Preference: Special preference will be given returning war veterans when hiring new employees in an attempt to recognize their service, sacrifice, and skills #J-18808-Ljbffr