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IT SUPPORT SPECIALIST

Job Details

Job Location

Legal Address San Diego Theatres - San Diego, CA

Position Type

Full Time

Salary Range

$24.44 - $29.94 Hourly

Description

The hiring pay range for IT Support Specialist: $24.44 - $29.94 per hour

SUMMARY

The IT Support Specialist will provide technical support of PC’s, laptops, printers, assorted peripherals and network devices at our three sites: Balboa Theatre, Civic Theatre, and downtown administrative office.

This key position also helps to ensure system integrity through periodic observations and preventative maintenance procedures.

Essential duties include, but are not limited to, the following:

+ Serves as the initial point of contact for technical support requests via phone, email, and the ticketing system.

+ Installs, diagnoses, and resolves hardware and software issues related to desktops, laptops (Windows and Mac), printers, VoIP phones, network switches (Tier 1), access points (Tier 1) and business applications.

+ Provides user support for software installations, updates, and basic training.

+ Deploys and configures workstations, peripherals, and office technology for new and existing users.

+ Sets up and manages Active Directory and Office 365 user and computer accounts and access to network systems and resources.

+ Goes through a general daily tasks runbook which includes checking server physical faults, backups, offline access points and printers low in toner in our IT asset management solution.

+ Performs troubleshooting, upgrading, patching, imaging and setting up of Windows 11 desktop/laptops and business applications (e.g. MS Office).

+ Sets up and maintains network printers (e.g. change rollers, fusers, imaging drum)

+ Documents daily activity of all issues and remedial actions taken in a ticketing system.

+ Creates detailed HowTo documents in Word which details steps to resolve common IT issues.

+ Follows documented procedures and checklists to ensure consistency and compliance with IT standards.

+ Performs basic network administration tasks such as changing VLANs, naming/disabling/enabling a network port and occasionally making CAT6 network cabling.

+ Performs basic system administration tasks such as making DHCP reservations and adding computers to a group policy.

+ Escalates complex or unresolved issues to Director of IT when necessary.

+ Uses interpersonal skills to build and maintain effective working relationships with co-workers.

SUPERVISORY RESPONSIBILITIES

None.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Experience resolving desktop support issues in Windows 11 and Microsoft Office. Experience with printer troubleshooting. One (1) or more years of experience with Active Directory Administration.

TECHNICAL SKILLS

Understanding of DHCP, DNS, VLANs and TCP/IP networking.

Familiarity with Office 365 preferred.

Excellent time-management, troubleshooting and customer service skills.

LANGUAGE SKILLS

Excellent written and oral communication skills required. Ability to read, analyze, and interpret detailed documents. Ability to write procedures. Ability to effectively present information and respond to questions in formal and informal meetings.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATIONS, LICENSES, REGISTRATIONS

None

OTHER SKILLS and ABILITIES

Exceptional ethics, honesty, and integrity as well as complete respect for confidentiality and the appropriateness of communications.

High degree of attention to detail and organization. Ability to quickly grasp concepts of new software applications. Ability to effectively present technical information to non-technical end users effectively. Professional demeanor and appearance required. Ability to plan, organize, and implement. Ability to operate in a dynamic, fast-paced environment with minimal supervision

Strong interpersonal skills to foster a welcoming, effective, and efficient environment for clients, guests, contractors, employees and co-workers.

Ability and expectations to work irregular and extended hours when needed, and as necessary infrequent nights, weekends, or holidays.

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

While performing the duties of this job, the employee is regularly required to sit, but is regularly required to visit other work areas. While performing the duties of this job, the employee is regularly required to talk or hear. The employee must have the ability to maneuver around the facilities. The employee is required to extensively use computers, keyboards, telephones, and other office equipment. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Must be able to read a high volume of written materials and a computer screen. Must have the ability to coordinate several activities simultaneously.

Must be able to handle stressful situations in a calm, professional manner.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. During certain events, considerable movement around the facility, exposure to crowds, and loud noise may be encountered.

In-house Training Requirement.

Critical: General Overview – SDT Computer Applications, Outlook (Calendar & Email), New Employee Orientation.

Normal: Fire Extinguisher Training, Negotiation Skills