This position supports all Eden employees at the Central Office and sites with daily
reported technical problems relating to computer and telecommunications
systems. This person acts as a central point of contact for routine and emergency technical assistance. Works on problems of complex scope where analysis of situations or data requires a review of identifiable factors. Exercises judgement within defined procedures and practices to determine and implement appropriate action. Customer Satisfaction is #1 in this persons
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Provides technical support to end
users on a variety of computer and telecommunications issues. Responds
to and resolves daily technical problems in a professional and timely
manner. Identifies, researches, and resolves technical problems. Tracks and monitors problems to ensure timely resolution.
Develops,documents, and implements methodologies for continually improving user support
and systems administration.
When necessary, escalates problems to IT Manager to determine appropriate course of
action. Works with IT Manager, outside consultants and/or contractors on special projects and high-level issues as directed.
Provides training, documentation and orientation to staff on
basic use of office computer (e-mail, network, etc.) and telecommunications
equipment (office phone system, cellular phone, etc.)Including software upgrades, new
Coordinates purchasing of equipment and inventory management. Keeps detailed tracking information of all purchases and works with accounting for proper billing using an MS Excel spread
sheet and file folders of original documents.
Works on special projects as assigned.
Participates in planning and development of departmental support services and disaster
Provides back-up support to other administrative staff as appropriate (i.e. facilities
maintenance, new hire set-up, etc.).
Supports end-user problems involving PC's, E-mail, Internet
connection issues, modems, desktop applications, anti-virus protection
software, hubs, firewalls, switches, printers and all other hardware and
software problems. Coordinate and track all Yardi System issues with Yardi Helpdesk.
Executes administration of user accounts (adding, deleting, and changing)
for computer and network, including rights, security, and systems groups. This involves network administration, e-mail , printing, remote access, etc. Microsoft Server 2008 or newer.
Provides LAN Administration and network configurations such as protocols,
TCP/IP, DHCP and DNS.
Configures newly ordered PC's to company standard.
Monitors system backups for the network servers and recovers
critical data when necessary.
Maintains data files and monitors system configuration to
ensure data integrity.
In partnership with IT Manager and other appropriate
parties, researches and identifies system and software upgrades. Installs new software releases, system
upgrades, evaluates and installs patches, and resolves software related
problems. Trains end users where appropriate on new functionality or use with software packages.
Assists in management of the company website.
Supports users by setting up new phone extensions and voice
mail, moving lines, resetting passwords, etc., when necessary.
Manages cell phone, and pagers administration when necessary
within EDEN systems.
This job has no supervisory responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or
ability required. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Associate's degree (A. A.) or
equivalent from two-year College or technical school required; Bachelor's
degree (B.A.) preferred. One to two
years related experience and/or training; or equivalent combination of
education and experience.
Ability to read and interpret
documents such as safety rules, operating and maintenance instructions, and
procedure manuals. Ability to write
routine reports and correspondence.
Ability to speak effectively before
groups of customers or employees of organization. Ability to write reports, business
correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from
groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, proportions,
percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry. Ability to apply concepts such as fractions,
percentages, ratios, and proportions to practical situations.
Ability to define problems, collect
data, establish facts, and draw valid conclusions. Ability to interpret an
extensive variety of technical instructions in mathematical or diagram form and
deal with several abstract and concrete variables.
Must have reliable automobile transportation, a valid
California Driver's License and automobile insurance, and be able to travel to
all of the properties within Eden Housing's portfolio.
CompTIA A+ or MCSE Required, and MCITP desired.
SKILLS, ABILITIES, QUALIFICATIONS
A strong understanding of all Microsoft Office 2010 products.
Knowledge and experience with Microsoft Windows 7 & 8and some XP.
Demonstrated experience setting up and troubleshooting printers, PC's, and other computer
Familiarity with Microsoft Servers 2003, 2008, 2012; SharePoint 2013;
Some experience with Zenith BDRG12 including restoration of files & virtual
spin-up and Barracuda anti-virus software is desired.
Knowledge of Network topology (LAN/WAN).
TCP/IP, DHCP, and DNS.
Basic understanding of PBX and telecommunications.
Acceptance and application of the confidential nature of the position.
Professional, customer-service oriented attitude and demeanor.
Ability to work productively, autonomously and under limited supervision. Ability to work well independently and as a collaborative team member.
Demonstrated success managing and executing multiple priorities and projects.
Ability to work well under pressure and successfully meet deadlines. Ability to be effective and flexible in stressful situations (i.e. unexpected problems, tight deadlines)
Strong interpersonal and communication skills (written and oral)
Effective and creative problem-solver with strong initiative and excellent follow-through
Familiarity with standard office equipment and machines (fax machine, copy machine, postage
Commitment to the companies' goals and philosophy.