IT Support Specialist II

$25.88 - $32.36 / hour

Reporting to the IT (Information Technology) Infrastructure Supervisor, the IT Support Specialists are part of the first line of support when end-users (employees) encounter issues with products and applications. This position provides support to different internal departments and works with external vendors on any technical related issues. This position works on employees’ IT technical requests received from different channels and ensures that they are resolved and completed in a timely manner, escalating any complex requests to senior IT team members and/or the IT Infrastructure Supervisor.

Information Technology (IT) is responsible for the full lifecycle of infrastructure and platform services supporting Corodata. IT is required to support end-user functions, desktop and laptop platforms, voice, mobility as well as server and network infrastructure. The IT department’s commitment is to maintain a robust, secure, highly available and cost-effective platform that allows the business to be agile in response to market opportunities.

This position is also responsible for reporting and escalating any issues to their manager. This position is an individual contributor position. This position may participate in weekly team training.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

IT:

• Diagnoses and resolves computer hardware and software issues through effective troubleshooting.
• Provides general desktop support, release coordination, imaging/re-imaging computers, and company mobile phone deployments.
• Installs, upgrades, configures, and maintains hardware, software, and peripherals.
• Provides one-on-one assistance to employees/end-users by chat, phone, email, remote access, and/or in-person.
• Coordinates with third-party service providers for timely repair of hardware under maintenance agreement or warranty.
• Performs minor hardware troubleshooting and repairs for hardware outside of third-party support.
• Tracks the use of and restock of inventory for items such as laptops, mice, keyboards, docking stations, monitors, phones, etc.
• Provides case status updates to management and end-users.
• Documents troubleshooting steps and customer service guidelines relating to IT support.
• Supervise on-site vendors and perform building walk throughs as needed.
• Ensure conference room equipment is operating properly.
• Handles multiple projects simultaneously, to prioritize work and resolve technical emergencies as they occur.

Customer Relations:

• Participate in company-wide network projects.
• Troubleshoot and provide support for the company’s telephonic and audio/visual systems, including software and hardware additions, infrastructure, and equipment moves and changes.
• Participate in meetings to coordinate service requirements, installations, and project milestones as required to achieve client expectations.
• Respond to incoming help desk tickets, emails and phone calls.  Ensure help desk tickets are created for all user support requests. Resolve help desk tickets. Log time worked for all help desk tickets and IT projects. 
• Participate in weekly on-call rotation for business-critical after-hours support.
• Ability to work effectively in a team environment as a positive team player.

• Supports and maintains effective relationships with users.
• Perform work with quality, efficiency and safety at all times.
• Uses a high level of professionalism in verbal and e-mail communication, always seeking to be helpful, to focus on problem solving and arriving at a win-win interaction.
• Maintain excellent customer service with the customers to establish solid relationships.
• Must be courteous, helpful, and professional to all existing and potential customers, by interacting with customers in person, via phone, and email to ensure complete customer satisfaction in all matters related to the operation.
• Maintain excellent customer service with the customers, vendors, sales, transportation, and operation teams to establish solid relationships.

Training:

• Participates in ongoing training and may assist with training of new employees through cross-functional collaboration.
• Participate in Six Sigma projects, as required to improve processes and efficiencies.
• Promote Corodata’s Mission and Vision Statements.
• Continuously promotes compliance with company policies and procedures.

Safety:

• Ensure the highest standards of safety, productivity and customer service are exceedingly daily.

Other Duties:

• Adhere to meal and rest periods per Company policy.
• Other duties to meet business needs and requirements as assigned.
• Works with confidential data, which, if disclosed, might have significant internal or external effect.
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

COMPETENCIES:

1. CUSTOMER SERVICE – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
2. TEAMWORK – Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
3. ORGANIZATION SKILLS – Organization skills with ability to juggle multiple assignments and tasks, including attention to details, and the ability to prioritize in a changing environment. Excellent time management skills.
4. INTERPERSONAL SKILLS – Strong interpersonal (verbal and written) communication skills, positive attitude, flexibility, and an eagerness to learn new things.
5. LANGUAGE SKILLS – Ability to read and interpret documents written in English such as manuals, procedures, and work instructions. Ability to effectively communicate well with customers and coworkers.
6. MATHEMATICAL SKILLS – Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
7. REASONING ABILITY – Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
8. COMMUNICATION SKILLS – Ability to effectively communicate with potentially stressful and/or emotional situations. Outstanding customer-oriented skills.
9. OTHER SKILLS:
   1. Exceptional problem solving and decision-making skills.
   2. Excellent customer service skills and interpersonal skills.
   3. Excellent analytical ability.
   4. Must be detail oriented.
   5. Familiarity with six-sigma or other quality improvement processes.
   6. Ability to handle and safeguard sensitive and confidential information.
   7. Possess prioritizing, time management and organizational skills.
   8. Extensive experience performing root cause analysis.
   9. Basic understanding of project management principles.
   10. Strong troubleshooting/problem solving/resolution skills and demonstrated resourcefulness.
   11. Good writing skills are extremely important to prepare reports, documentation, and communicate in written form to clients/users/vendors
   12. Must be able to reliably follow documented procedures.
   13. Flexibility and high performance in a team environment.
   14. Ability to work under pressure of deadlines of short-term objectives while not losing sight of long term goals.
   15. Excellent data entry skills, familiarity with Microsoft Office, ability to use standard office equipment, good communication skills, and attention to detail.
   16. Project and team management/leadership skills and experience. Proven ability to work effectively in a team environment with associates. Capability of effective planning and priority setting. Ability to manage several complex projects simultaneously while working under pressure to meet deadlines.

EDUCATION and/or EXPERIENCE:

Required:

• BA/BS degree or equivalent training in IT, computer science, computer engineering or other related fields.
• IT certifications such as A+, Network+, MTA, or MCSA.
• Minimum of 3 years of proven experience working in an IT helpdesk role and managing iOS/Android mobile devices, Windows servers, software, and hardware in environments with 500+ employees.
• Strong knowledge and understanding of the following:
  • Computer application support
  • Equipment maintenance and repair
  • Network installations/operations
  • Computer management and support
  • Systematic/Logical troubleshooting
  • Cable installation
  • System security
• Basic knowledge of networking, software and hardware involved in LAN/WAN operations.
• In-depth understanding of Microsoft 365, SSO, and Active Directory (i.e. Password Resets, Users & Computers).
• Proficiency using an Incident Management/Ticketing System.
• Proficiency in and knowledge of Microsoft Windows, MDM, Apple/iOS, and Android products.
• Proficiency in and knowledge of productivity software (Word, Excel, Outlook, PowerPoint) required.
• Familiarity with using Wi-Fi enabled devices and products.
• Valid California driver’s license and driving record that meets the company’s insurance carrier requirements.

PRIMARY LOCATION:

Corona.

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. Individuals are required to be able to sit or stand for long periods as needed throughout the day.

1. Walking: May require walking primarily on a level surface but may include walking on uneven or inclined surfaces for lengthy periods throughout the day, often up and down stairs.
2. Handling: Seizes, helps, or works with hands.
3. Lifting: Proper lifting techniques required. May include lifting up to 50 pounds and pushing or pulling up to 50 pounds throughout the day.
4. Reaching: Extends hands and arms in any direction, reaching above shoulder heights, below the waist or lifting as required.
5. Standing: Remains in standing position if required to perform various functions of the job.
6. Stooping: Bends body downward and forward by bending at knees or waist.
7. Vision: Reads paperwork and records on the computer.
8. Talking: Communications by phone and in person.
9. Sitting: Required to sit at desk. Sit for long periods of time.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This list is not all inclusive.

1. Temp/Weather: Works in either 1) Office environment – for the most part ambient room temperatures, lighting, and traditional office equipment, or 2) Warehouse – may be exposed to cold temperature, or 3) Outside – may be exposed to wet and/or humid conditions, outside weather conditions and extreme cold.
2. Noise: Works in office, warehouse or outside environment, with constant or intermittent noise.

Office only - As the company grows, it may be necessary to rearrange/move cubicles at any time at the sole discretion of the company.

POSITION TYPE/EXPECTED HOURS OF WORK:

1. This is a full-time, non-exempt position.
2. Employees may be required to work late evenings or weekends depending on the business needs.
3. Because of operations, sales and accounting interactions, the work needs to be conducted onsite.
4. All Overtime must be approved by manager before working.

TRAVEL:

20% travel to various other offices within the Northern Orange County-San Diego County areas will be required. Occasional travel to Northern California for training and support. A valid driver’s license is required for this position.

AAP/EEO STATEMENT:

The Company provides equal employment opportunities to all employees and applicants for employment activities and prohibits discrimination and harassment of any type, based on their actual or perceived: race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex and gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity and gender expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), age (40 and over), sexual orientation, Civil Air Patrol status, military and veteran status and any other consideration protected by federal, state or local law (collectively referred to as "protected characteristics").

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.

REASONABLE ACCOMMODATIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.