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Systems Support Specialist II

Aviva Family and Children's Services

Systems Support Specialist II

Los Angeles, CA
Full Time
Paid
  • Responsibilities

    Job Description

    JOB SUMMARY

    Responsible for technical support and maintenance of Aviva’s voice and data network. Administration of Aviva’s Microsoft Active Directory domain and network devices (routers, switches, etc.). Researches and evaluates new technologies as assigned by Director of Information Technology. Troubleshoot, repair and install computer equipment, applications, peripherals, telephones, and computer network systems. Reports all technical issues to the Director of I.T. and escalates immediately to outside vendors for further resolution.

    ESSENTIAL FUNCTIONS

    · Troubleshoot your assigned your technical service tickets by ensuring accurate and timely resolution

    · Full responsibility for triaging and support of all system’s hardware and applications at all locations.

    · Escalation to Network Vendor for further troubleshooting and resolution.

    · Administration of a Microsoft Hyper-V, Active Directory and Citrix server environment

    · Administration, setup and configure Active Directory and Exchange

    · Ensure that all data backups are maintained and performed as required

    · Provide status updates based on deadlines and internal Service Level agreements for all assigned task and projects

    · Document all problem resolutions in the help desk Knowledge-based application

    · Escalate and work with network, hardware, telecommunication and application vendors to resolve support problems

    · Setup and configure NEC PBX or VOIP telephones with Telephone vendor

    · Build Windows servers to meet software and system requirements

    · May be called upon to monitor logs for servers and server-based applications, firewalls, switches, and network traffic for unusual or suspicious activity, and assist with implementing plans for mitigating and improving systems and network security with Network Vendor

    · Ensure computer systems comply with the I.T. Dept.’s security (passwords, policies, intrusion, computer antivirus, etc.) standards and access needs for any security reconfigurations and execute them if required

    · Installs, configures, assembles, and troubleshoots desktop and computer systems hardware, applications, peripherals and other equipment

    · Works within defined asset procedures to monitor and track inventory ensuring that appropriate control measures are in place for all workstations, mobile devices, laptops, printers and network equipment in order to render an accurate physical account

    · Coordinates with the Human Resources and I.T. team for the setup of hardware for new employees and the retrieval of equipment from terminated employees

    · Develop a working knowledge of department-specific applications; attends seminars, mandatory training sessions and other educational opportunities to keep abreast of the latest business and technology changes

    · Contributes to task forces and special projects initiated within the I.T. Department or other departments

    · Delivers customer-focused support and maintains effective working relationships

    · Communicates tactfully and effectively both verbally and in writing with a broad base of end users

    · Setup and configuration knowledge of network technologies (TCP/IP, DHCP, VLAN, DNS etc.), topologies, and troubleshooting techniques

    · Identify user requirements and aid in problem resolution utilizing good analytical skills, sound judgment, good customer service skills, communication skills as well as follow-up

    · Ability to stay focused, attention to detail and adapt in a continually changing environment

    · Other duties may be assigned by your supervisor to meet business needs

    · Adhere to Aviva’s policies, protocols and business standards

    · May be required to work after hours, weekends or holidays for special projects

    · Sensitive and responsive to the cultural differences among the agency’s client population

    · Actively participate in a quality improvement projects

    · Remote assistance for field staff

     

    COMPETENCY AND EXPERIENCE REQUIREMENTS

    — 1 to 2 years administration of Windows 2012 or 2016 Hyper-V, Active Directory and Exchange 2013 or 2016

    — 1 year of setup and configuration of switches, firewalls, routing and VLANs

    — 1 year administering a Citrix XenApp or XenDesktop highly preferable

    — Fundamental knowledge of PowerShell and Scripting skills are desired

    — 3 years in troubleshooting Windows 7/10

    — 1 year of administrating data backups

    — Excellent verbal and written skills

    — Excellent analytical and troubleshooting skills

    • Experience with a ticketing system

     

     

     

    EDUCATION

    — B.S. degree with 1 year of technical experience or may consider an A.S. degree with 3 years of technical experience from an accredited college

    — Windows Server 2012 OR Windows Server 2016 Certifications preferable.

     

    REQUIREMENTS

     

    — Valid CA driver’s license

    — Tuberculosis clearance

    — Department of Justice/Fingerprint clearance

    — Satisfactory completion of health screening

    — Proof of legal eligibility to work in the United States

    — Satisfactory driving record

     

    PHYSICAL DEMANDS

    While performing the duties of position, the employee is frequently required to sit, and use his/her fingers to manipulate a keyboard or writing instrument. The employee is occasionally required to walk, stand, bend and lift objects at least 25 pounds. The employee is required to drive to other office locations.

     

    WORK ENVIRONMENT

    The work environment is primarily indoors. The noise level varies from quiet to moderate.

     

    This Job Description has been developed to identify some of the duties and responsibilities of this position. It is not intended to limit or encompass all duties and responsibilities of the position.

     

    Aviva Family and Children's Services at its sole and absolute discretion, expressly reserves the right to modify, supplement, delete or augment the duties and responsibilities specified in this and all job descriptions.

    Company Description

    Aviva Family and Children's Services Mission Statement Aviva believes every child and every family in our Los Angeles community deserves the chance for a brighter future. We provide compassionate support, therapeutic services, and guidance to at-risk children and families.