Purpose
Leads and performs end user technical system support and maintenance for SMUD purchased computers and server hardware, software and applications in the areas of support, maintenance and training to ensure SMUD's use of technology supports its current and future business practices.
This position is a civil service position with a salary range of $73,107-$93,959
The ideal candidate will:
Have extensive experience supporting iOS devices.
Have extensive experience securing mobile devices, including MFA.
Communicate clearly with people at all levels of the organization, from field workers to management.
Be a tenacious and methodical troubleshooter.
Be a dedicated team player.
Major Duties & Responsibilities
- Provides multi-tier technical support for desktop supporting which include implementation,configurations, control, maintenance, troubleshooting, security, and usage monitoring.
- Gathers additional insight into problem resolution by searching external on-line sources of technical problem resolution and implements the solution when possible and timely.
- Provides remote and onsite resolution support from a central location for all work items that come to IT Help Desk through service tickets and requests. Distributes service requests to the appropriate team when hardware provision is required.
- Handles escalation of any ticket that requires next level support.
- Provides advanced coverage for any support areas within SMUD.
- Leads in evaluating current process model and demonstrate conceptual thinking in defining new process improvement implementations.
- Generates advanced standard and ad hoc reports, and conducts trend analysis. Monitors and provides data required for monthly metrics and department dashboard.
- Provides feedback and participate in technology offerings.
- Oversees the documentation of all knowledge base opportunities for the department and ensure accuracy of the knowledge base.
- Complies with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels.
- Complies with Information Security policies and procedures. Verifies deliverables meet Information Security requirements.
- Shares knowledge through leading lower level staff, trains and mentors other members of the staff as required.
- Participates in special projects and performs other duties as assigned.
Sacramento Municipal Utility District
6201 S St
Sacramento
California United States
www.smud.org
