Thursday, September 20, 2012

Hiring: Support Technician II


Driscoll's is hiring:  

JOB SUMMARY:    Second level Desktop Support of PC users. In accordance with Driscoll’s support policies provides: support for PC and general network issues, support for essential server systems; management of IT projects; training of Service Desk staff.  Bilingual English/Spanish preferred.


       Associate’s degree in computer related field of study; three years of increasingly responsible experience supporting PC’s in a complex network environment; certification in applicable computer and network support functions is highly desirable
       Experience with Windows Server System Administration required
       Working knowledge of TCP/IP, the OSI 7 layer model, and simple network routing and switching technologies is required
       Experience with troubleshooting WANs, VPNs and Firewalls a plus
       Demonstrable superior interpersonal, communication and teamwork skills
       Ability to manage multiple priorities; self-starter
       A California driver’s license and the ability to be covered under company-sponsored vehicle insurance program are also required.  
       Ability to work variable scheduling, including nights and weekends

1.      Desktop Support: Provides 2nd level support to users on a variety of issues. Responds to telephone calls, e-mail and personnel requests for technical support. Utilizes Service Desk software to track and monitor problems to insure a timely resolution according to Service Level Agreements.  Supports and maintains user account information.  Identifies, researches and resolves technical problems.  Shares in rotation of after business-hour response to requests for help.  NOTE:  Support work, major installations, and system or software upgrades must frequently be done during evenings, weekends, or holidays to minimize disruptions or to provide after-hour support. A support technician may be called in to work on short notice for emergency conditions or may be on-call for after-hour support activities.  Technical support is provided to locations remote from the normal work site, so a willingness to travel is required.
 2.      Hardware: Maintains, analyzes, troubleshoots and repairs computer systems, hardware and computer peripherals both locally and by traveling to other locations. Documents, maintains, upgrades or replaces hardware systems.
3.      Software: Installs new software releases, system upgrades, evaluates and installs patches and resolves software related problems
4.      Active Directory Administration: Administers computer and user accounts through Active Directory, administers distribution and security groups, create and disable user accounts, organize user and computer accounts in OUs, change and reset user passwords.
5.      Network: Works with Network Engineers to install, configure and maintain organization’s network (LAN and WAN).  Supports network operating system and supporting software.
6.      Phone System:  Provides maintenance, upgrades and support for corporate telephone system(s) and mobile phones.
7.      Projects: Manages and executes projects for the IT department, primarily related to Service Desk areas of responsibility.
8.      Training: Provide training to IT staff on support procedures and other subjects related to technical support. Continually educates self on current and future trends in Network & PC related hardware and software.
9.      Documentation: Creates documentation for or related to IT projects, system upgrades, technical support procedures, frequently asked questions, and other Service Desk related subjects.
10.  General:  Follows Company policies and practices while representing Driscoll’s in an ethical and business-like manner in all interactions with employees, governmental agencies, growers, customers, etc.  Ensures the security of Driscoll’s confidential and proprietary information and materials.  Other duties as assigned. This job description is intended to describe the general nature of the work performed by employees in this job.  It is not an exhaustive list of all the job's responsibilities.  At Driscoll’s, all of our jobs include broad responsibilities for continually improving the processes we use to develop our products.