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SUMMARY:

Provide direction and support for IT solutions that enhance mission-critical business operations. This individual will collaborate directly with the Information Technology Manager to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization.

SUPERVISION RECEIVED:

Receives supervision from the Information Technology Manager.

DUTIES AND RESPONSIBILITIES:

Disclaimer – This list is meant to be representative, not exhaustive. Some incumbents may not perform all the duties listed or may perform related duties as assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

A. Essential Job Specific Duties:

• Troubleshoot and resolve issues with software or hardware.
• Perform onsite and remote analysis, diagnosis and resolution of complex desktop, thin terminal, and virtual desktop problems for end-users.
• Travel to remote offices as need to troubleshoot technology-related issues.
• Walk colleagues or clients through steps to help them resolve their technical problems.
• Maintain procedures and reports that provide technical support to the entire organization.
• Support the implementation of new solutions or applications.
• Establish accounts for new users and assist with password or login problems.
• Assist with the testing and evaluations of new technology for the business.
• Participate in meetings with technology partners to provide insight into technical requirements.
• Handle confidential projects.
• Provide backup support to IT staff and vendors.
• Maintain and monitor ticketing software.
• Maintain confidentiality of all client information in compliance with the Health Insurance Portability and Accountability Act of 1996 (HIPAA), Federal and State laws and the Lanterman Act.
• Maintain confidentiality of all employee information.
• Performs other like duties as assigned

B. Other Job Specific Duties:

• Maintains respectful and clear communication with supervisor.
• Accepts guidance, constructive advice, and supervision.
• Seeks clarification or support, as needed.
• Work alternative hours as required.
• Attend all meetings, trainings, and conferences as assigned.
• Maintains safe and functional work environment.

MINIMUM QUALIFICATIONS:

The requirements listed below are representative of the knowledge, skills, and abilities required to satisfactorily perform the essential duties and responsibilities.

Knowledge of:

• Business theory, business processes, management, budgeting, and business office operations.
• Confidentiality regulations.

Ability to:

• Learn and apply procedures which govern fiscal operation.
• Interpret and apply variety of requirements and policy standards.
• Analyze administrative problems and to put into practice effective changes.
• Formulate the establishment of objectives designed to effectively achieve stated goals.
• Plan and organize departmental activities.
• Maintain strict adherence to all confidential laws.
• High level of discretion and independent judgment.
• Communicate effectively verbally and in writing.
• Prioritize varied work assignments.
• Complete documentation within required timelines.
• Use computer and software for client documentation, client management information systems, e-mail, and other required computerized functions.
• Demonstrate initiative, self-motivation, sound independent judgment, flexibility, and strong interpersonal skills.

EDUCATION AND EXPERIENCE:

The following requirements generally demonstrate possession of the minimum requisite knowledge and ability necessary to perform the duties of the position.

• Bachelor’s degree in IT or Systems Engineering from an accredited school.
• Five years in related experience and/or training.
• Equivalent combination of education and experience may be substituted.

OTHER REQUIREMENTS

• Possession of a valid California Driver’s License and State automobile insurance, and an acceptable driving record substantiated by a DMV printout.
• Full use of automobile or ability to provide for independent transportation.
• Must be able to drive to various sites as assigned on a daily basis.
• Must be available to work evening, weekend, and be on call.

WORK ENVIRONMENT:

The work environment characteristics described are representative of those an employee encounters in performing the essential functions of this job.

• Work is primarily performed in a professional office environment.
• Manual dexterity for typing on a computer keyboard.
• Sitting for extended periods of time.
• Vision required to view computer monitor, read numbers and printed material.
• Mobility sufficient to reach, lift and transport files and other work material to work areas.
• Mobility sufficient to visit branch offices and public meetings.