IT Support Technician

Leonardo DRS - San Diego, CA

Full-time - Mid Level

San Diego, CA

Computer and Electronic Product Manufacturing

About the position

As an IT Support Technician at Leonardo DRS, you will play a crucial role in supporting and maintaining in-house computer systems, desktops, and peripherals. Your responsibilities will include installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment to ensure optimal workstation performance. You will be tasked with troubleshooting problem areas in a timely and accurate manner, providing end-user training and assistance as required. This position is integral to the smooth operation of IT services within the organization, ensuring that all systems are functioning effectively to meet business needs. In this role, you will receive and respond to incoming calls, pages, and emails regarding PC and hardware problems. You will evaluate, prioritize, and respond to service requests, performing analysis and diagnosis of complex PC issues for end users, and recommending and implementing solutions. Your expertise will be essential in installing, configuring, testing, maintaining, monitoring, and troubleshooting end-user workstation software and hardware, as well as networked peripheral devices and networking software/hardware products. Additionally, you will develop and maintain an inventory of all IT assets, including a history of hardware failures, repairs, installations, and removals. You will construct, install, and test customized configurations based on various platforms and operating systems, monitor and test PC performance, and provide statistics and reports. Your role will also involve recommending, scheduling, and performing improvements, upgrades, and repairs on PCs, hardware, and peripheral equipment. You will maintain communications with end users to ensure that systems continually meet business needs and perform periodic system maintenance. You will also be responsible for placing and escalating vendor service calls when necessary to resolve hardware or software failures, conducting research on computer products to support PC procurement and development efforts, and evaluating and recommending products for purchase. Writing technical specifications for the purchase of PCs and networking hardware will also be part of your duties. You will coordinate with end users and technical staff to implement and maintain systems that utilize industry best practices while ensuring the security and integrity of data, systems, and networks. Furthermore, you will generate metrics, project status reports, and operating status reports for management and team members, provide guidance to less experienced personnel, and prepare, coordinate, and support user training and documentation.

Responsibilities

• Support and maintain in-house computer systems, desktops, and peripherals.
• Install, diagnose, repair, maintain, and upgrade all hardware and equipment.
• Troubleshoot problem areas in a timely and accurate fashion.
• Provide end user training and assistance where required.
• Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.
• Evaluate, prioritize and respond to service requests with a resolution.
• Perform analysis and diagnosis of complex PC problems for end users, and recommend and implement solutions.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products.
• Develop and maintain an inventory of all IT assets including history of hardware failure, repair, installation and removal.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• Monitor and test PC performance and provide statistics and reports.
• Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
• Maintain communications with end users to ensure systems continually meet business needs.
• Perform periodic system maintenance.
• Place and escalate vendor service calls when necessary to resolve hardware or software failures.
• Conduct research on computer products in support of PC procurement and development efforts.
• Evaluate and recommend products for purchase.
• Write technical specifications for purchase of PCs, networking hardware and related products.
• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
• Coordinate with end users and technical staff to implement and maintain systems that utilize industry best practices to meet business objectives, while maintaining the security and integrity of the data, system and network.
• Generate metrics, project status reports and operating status reports for management and team members.
• Provide guidance to less experienced personnel.
• Prepare, coordinate and support user training and documentation and provide technical assistance for post-implementation support issues.
• Provide service desk and technical support to users.
• Perform routine to moderately complex problem analysis and resolution design for systems and applications.
• Maintain timely and accurate helpdesk records using the ticket management system.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Requirements

• Associate's degree in business administration, management information systems, mathematics, information technology, computer sciences, or a related field, equivalent experience or associate level vendor certification(s).
• Education or knowledge of the principles, methods, and techniques used in troubleshooting and support.
• Understanding of principles, methods, and techniques used in all phases of installation, administration and maintenance of IT and business systems and Commercial Off-the-shelf (COTS) applications.
• Two (2) to five (5) years of directly related experience in IT support.
• Certification(s) (e.g., Network +, A+) are preferred for relevant systems.
• Strong verbal, written and interpersonal communication skills.
• Ability to work independently as well as cooperatively in a team-oriented environment.
• Ability to successfully interact with all levels of management, other IT professionals and end-users.
• Strong analytic and problem-solving skills.
• Open and responsive to change and demonstrates a commitment to the process of continuous improvement.

Nice-to-haves

• Experience with military or defense contracting environments.
• Familiarity with IT asset management tools.
• Knowledge of cybersecurity principles and practices.

Benefits

• Competitive salary based on experience.
• Opportunities for professional development and training.
• Support for military and veterans through SkillBridge program.
• Health insurance options.
• 401(k) retirement plan with company match.