IT Support & Operations Consultant I, Network/Telephony

KAISER; Sacramento (CA); On-site; USD 50,000 - 65,000; Full time

Job summary

NALHE is seeking a capable individual contributor to provide first level IT support and help resolve problems with network and telephony products. You will set up and maintain computer systems and interact with third party vendors under guidance from more senior teammates.

You will follow procedures, escalate issues when appropriate, document work, and support performance indicators for availability and customer satisfaction.

Qualifications

• Experience with incident escalation and notification (follow procedures).
• Ability to assist in setup and maintenance of computer systems.
• Familiarity with interfacing with third party hardware and/or software vendors.

Responsibilities

• Provides first level IT support to resolve problems with products and applications.
• Performs setup and maintenance of computer systems.
• Escalates routine problems to appropriate resources as needed.
• Documents work and tracks issues, status, and resolutions.
• Supports meeting KPIs for performance, availability, and capacity.
• Reviews information related to new technology and updates knowledge base.

Skills

First level support

System setup

Vendor coordination

Documentation

Job description

Job Summary:

The individual contributor is primarily responsible for providing first level support to resolve problems with network/telephony products and applications, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors under the guidance of more senior team members.

Essential Responsibilities:

• Completes work assignments by following procedures and policies, and using data and resources; collaborating with others to address business problems; adhering to established priorities, deadlines, and expectations; communicating progress and information; occasionally identifying and recommending ways to address improvement opportunities; and escalating issues or risks as appropriate.
• Pursues self-development and effective relationships with others by sharing information with coworkers and customers; listening and responding to performance feedback; acknowledging strengths and weaknesses; and adapting to and learning from change, difficulties, and feedback.
• Follows procedures for incident escalation and notification to leadership.
• Follows standard operating procedures.
• Provides first level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
• Supports efforts to analyze and prioritize incoming requests and alerts.
• Supports troubleshooting efforts in conjunction with customer to identify routine problems.
• Escalates routine problems, as necessary, to appropriate resource (e.g., support team, vendor).
• Supports tracking and documentation of details of problems, status of service requests, and resolutions.
• Reviews information (e.g., procedures, installation, configuration) related to new technology.
• Provides the knowledge repository for routine technical support.
• Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).
• Supports the documentation of workarounds for problem records and changes to proactive processes.
• Resolves non-complex problems under the guidance of others.