Ref No.: 18-18367
Location: Brisbane, California
Applies professional business / technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action.

Shift hours: 7am-4pm, 8-5pm, or 9-6pm

Knowledge, Skills and Abilities
Req / Pref
Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.
Experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc.
Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices.
Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.
Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.
Working knowledge of server internals, especially as needed for troubleshooting and isolating issues.
Advanced skill at creating technical documentation for complex processes and applications.
Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner.
General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services.
Demonstrates problem-solving skills.
Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.
Effective skills at technical and administrative work direction.
Working knowledge of desktop and business / technical support systems.
Demonstrated judgment to delegate / escalate issues appropriately.