IT Support Technician

AECOM; Oakland (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company is seeking an IT Support Technician based in Oakland, California. The incumbent will be responsible for providing first and second level support for hardware and software, ensuring excellent customer service. Candidates should hold a relevant bachelor's degree or have equivalent experience in IT support, demonstrating strong troubleshooting and communication skills.

Qualifications

• Bachelor's in CS, Engineering, or related field, or 2 years IT support experience.
• Strong customer service and troubleshooting skills.
• Ability to communicate effectively while supporting team efforts.

Responsibilities

• Provide first level and basic second level support to resolve product/application problems.
• Support troubleshooting and escalate issues as necessary.
• Document problems and resolutions, and assist in business continuity processes.

Skills

Customer Service

Technical Support

Troubleshooting

Communication

Education

Bachelor's degree in Computer Science or related field

2 years IT experience

Job description

Job Summary:

The individual contributor is primarily responsible for providing the first or second level support to resolve problems with products and applications, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors.

Essential Responsibilities:

+ Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.

+ Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.

+ Provides first level and basic second 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 troubleshooting efforts in conjunction with customer to identify routine and moderately complex problems.

+ Supports efforts to analyze and prioritize incoming requests and alerts.

+ Follows procedures for incident escalation and notification to leadership.

+ Escalates routine problems, as necessary, to appropriate resource (e.g., support team or vendor).

+ Resolves non-complex problems and attempts to resolve complex problems.

+ Follows and supports the development of standard operating procedures.

+ Supports tracking and documentation of details of problems, status of service requests, and resolutions.

+ 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.

+ Reviews information (e.g., procedures, installation, configuration) related to new technology.

+ Provides the knowledge repository for routine and moderately complex technical support.

+ Supports the execution of disaster recovery and business continuity processes and events.

Minimum Qualifications:

+ Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field OR Minimum two (2) years IT experience in a support or operations environment.

Additional Requirements:

COMPANY: KAISER

TITLE: IT Support Technician

LOCATION: Oakland, California

REQNUMBER: 1362166

External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.