IT Support Technician

Laurel Technologies Partnership - San Diego, CA

Full-time

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 technical 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. You will also be responsible for developing and maintaining an inventory of all IT assets, including a history of hardware failures, repairs, installations, and removals. Constructing, installing, and testing customized configurations based on various platforms and operating systems will be part of your duties. Additionally, you will monitor and test PC performance, provide statistics and reports, and recommend, schedule, and perform improvements, upgrades, and repairs on PC hardware and peripheral equipment. Maintaining communication with end users to ensure that systems continually meet business needs is vital. You will perform periodic system maintenance, place and escalate vendor service calls when necessary, and conduct research on computer products to support PC procurement and development efforts. Writing technical specifications for the purchase of PCs and networking hardware will also be part of your responsibilities. 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. Generating metrics, project status reports, and operating status reports for management and team members will be expected. You will provide guidance to less experienced personnel, prepare, coordinate, and support user training and documentation, and offer technical assistance for post-implementation support issues. Maintaining timely and accurate helpdesk records using the ticket management system and updating your job knowledge through educational opportunities will be essential for your success in this role. Lastly, you will protect the organization's value by preserving the confidentiality of information.

Responsibilities

• Support and maintain in-house computer systems, desktops, and peripherals.
• Install, diagnose, repair, maintain, and upgrade all hardware and equipment while ensuring optimal workstation performance.
• Troubleshoot problem areas in a timely and accurate fashion, and 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.
• Protect organization's value by preserving the confidentiality of information.

Requirements

• 2 Year degree or higher from accredited university
• 5+ Years progressive job experience
• Proficiency in MS Office
• Demonstrated ability to communicate clearly, both written and oral
• Associate's degree in business administration, management information systems, mathematics, information technology, computer sciences, 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
• 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
• Is open and responsive to change and demonstrates a commitment to the process of continuous improvement by identifying and responding actively and with sensitivity to the needs of all customers.

Nice-to-haves

• Certification(s) (e.g., Network +, A+) are preferred for relevant systems