Senior Desktop Technician

Senior Desktop Technician:

• Provide support for all internal Audio Visual (AV) equipment including conference room displays, cameras, speakers, controllers, and cabling.
• Prepare and position audio, video, and lighting equipment for broadcasts and recordings.
• Connect, tune, and configure AV setups to ensure high-quality broadcasting.
• Perform testing of AV equipment and fix issues related to video, audio, switching, and control systems.
• Provide production support for meetings and live streams (All Hands, Executive Meetings, and webinars).
• Troubleshoot issues in real-time during live events both in person and remotely.
• Performs desktop and end-user support for the 900+ staff located at the Golden Gate Ave/San Francisco and Gateway Oaks/Sacramento locations so that technical issues receive timely resolution and/or escalation for assistance.
• Investigates and responds to end users’ calls/incidents for hardware and software technical assistance and resolves problems in a timely manner.
• Installs, operates, troubleshoots, and repairs issues with computers, printers, copiers, scanners, tablets, mobile devices, and other peripheral equipment.
• Monitors and reviews new/unassigned incidents that come into the JC IT ServiceDesk via phone, voicemail, or email during assigned shifts and re-assigns or documents action needed in tickets’ call notes.
• Contact manufacturer or vendor for warranty support issues.
• Provide backup support for alternate locations (San Francisco or Sacramento) as requested, especially for large events and critical judicial branch meetings.
• Runs software diagnostics and gathers technical information to assist with problem description, especially if escalation for additional technical assistance is required.
• Performs account administration (installs, moves, adds, changes) for 900+ staff so that each has secured credentials, current equipment and the necessary permissions to access the network file system.
• Establishes and maintains user accounts, distribution groups, and related security for email and file systems.
• Prepares, images, and deploys laptops and tablet devices for use within the JCC enterprise network domain.
• Manages and updates software packages: using Microsoft System Center Configuration Manager (SCCM) for the deployment and monitoring of licensed application software to the staff; advertising availability of software package files for use by other computer support staff; sharing documentation on how to install packages.
• Maintains and provides backup, restore, and recovery of network files and/or operating systems and production applications.
• Conducts maintenance and monitoring of assigned products to ensure that current hardware and software is installed and operating efficiently for the 900+ staff.
• Makes recommendations to management on how to approach technical issues, especially if the software is not compliant.
• Manages and updates inventory: receiving deliveries, tagging assets, deploying equipment, tracking locations, handling equipment returns, and preparing for disposal.
• Manages software licensing to ensure compliance and accuracy for audit/inventory.
• Monitors and troubleshoots connectivity for VPN and Wi-Fi (local and remote); identifies and resolves problems.
• Collaborates with the Core Services team to identify and resolve system/network issues.
• Plans and coordinates the physical relocation of computer systems and equipment.
• Distributes, deploys, and installs hardware and software for the 900+ staff. Participates in procurement and asset management process for annual refresh and asset disposal.
• Updates malware/virus definitions for antivirus software package.
• Determines action plans, schedules upgrades, and implements systems and software changes to meet established product rollout guidelines.
• Works closely with IT Liaisons to identify and proactively address technical issues, product requirements, and IT-related concerns.
• Creates, maintains, and updates manuals documenting technical and operational procedures.
• Researches and evaluates new technology for replacement of legacy and out-of-warranty hardware and software products.
• Makes recommendations for technical training based on call trends or requests from the staff.

Minimum Job-Specific Skills/Qualifications Required for each Classification (in order of relative importance):

• Provide immediate support during live presentations and remote video conferences.
• Provide desktop support for incoming hardware and software technical issues.
• Provide customer service.
• Exercise tact and diplomacy.
• Apply standard policy and procedures.
• Fluent in Microsoft Office Suite and familiar with the basics of Windows 10 and Office 365.
• Organize, prioritize, and coordinate own work activities to meet critical deadlines.
• Maintain accurate records of work performed.
• Communicate effectively, orally in writing.
• Establish and maintain effective working relationships with team members and agency staff.
• Listen, understand, and convey communications effectively, verbally and in writing.
• Contribute as a team player.
• Ensure a high level of user satisfaction with every interface.

Additional Skills/Qualifications Desired for each Classification:

• Familiarity with remote troubleshooting and using Microsoft Teams.
• Familiar with operating software to control AV technologies.
• Familiarity with Dell laptops, HP printers, and Apple devices.
• Familiarity with ServiceNow.
• Familiarity with technologies such as Blue Jeans, Microsoft Teams or Cisco WebEx, a plus.
• Experience running live events streamed to multiple locations.
• Experience managing Zoom Rooms and relevant conferencing hardware.
• Experience with integrated or installed room video conferencing systems (Dolby, Poly, etc.) a plus.
• Experience supporting 500+ enterprise environment.