Portola Systems, Inc. is a full-service IT and security consulting firm providing technical support to large and mid-sized organizations. Portola Systems culture is to ensure exceptional customer service, teamwork, on-going education, and opportunities for career growth within an exciting and ever-evolving environment.
Under general direction of the Information Technology (IT) Manager, this position manages the Help Desk and Document Center functions within the IT Division; manages inventory; provides technical support services for workstation computers and their peripherals, network and telecommunication devices, printers, and audio/video systems; assists other technical staff in providing support services; provides end-user support and maintains processes/procedures; manages assigned budget and inventory; and performs other related work as required.
This classification is distinguished from the Network Support Technician in that it functions as supervisor and technical lead for Help Desk and other support staff. This position is further distinguished from the position of IT Manager in that the latter has overall responsibility for all functions in the Division and management of other professional and technical staff. Finally, this position is the first step in the escalation process for end-users with issues regarding their level of service or any questions regarding their service requests and will escalate issues as necessary to senior staff.
Administrative direction is provided by the IT Manager; and responsibilities include the direct supervision of technical assistance personnel.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Under administrative direction:
Assign workload to Division staff (including both subordinates and co-workers in IT, as well as contractors); provide lead direction to assigned staff; assist other support staff with problems and provide recommendations; train staff on processes/procedures; write performance evaluations on assigned staff and provide input on other employees as required.
Test, install, troubleshoot and maintain workstation hardware and software, such as desktop computers, printers, projectors, telephones, and other related peripherals and devices; act as the lead technician on more complex end-user requirements and coordinate larger scale troubleshooting and installation activities.
Maintain knowledge of the computer and communications industries; maintain expertise in the clients standard hardware and software products; maintain an awareness of advances in technology as they relate to the clients needs and objectives.
Prepare periodic reports and summaries as needed; maintain records of requests for service and departmental equipment inventories; develop and evaluate customer service surveys.
Inspect work by employees and vendors, in progress and upon completion, to ensure compliance with standards and specifications; advise customer departments of work in progress, operating problems and actual or potential delays; respond to questions, complaints and emergency calls and take appropriate courses of action.
Work with IT Division management to establish standards for technology hardware, software, and services; assist end-users with selecting and/or acquiring appropriate solutions to meet their technical and functional requirements; provide technical advice and assistance for these items.
Provide or coordinate the delivery of computer training classes as necessary.
Perform related responsibilities as assigned.
EDUCATION AND EXPERIENCE:
Any combination of experience, education and training may qualify if it provides for the required knowledge and abilities. Training experience equivalent to an Associate’s degree in computer science or a related field from an accredited college or university with four years of progressively responsible experience providing computer help desk service, at least one year of which was in a lead or supervisory capacity. Microsoft Certification (in workstation or software support) is highly desirable.
Possession of or the ability to obtain a valid Class C California driver’s license and maintain a good driving record.
Supervision and appropriate methods of employee training and evaluation; designated technology services, systems, equipment, applications, operations and associated peripheral equipment; methods, tools and procedures used in the installation, repair, maintenance, enhancement and configuration of designated technology systems, peripheral equipment and work stations; technology support services; designated systems and applications; inventory management and appropriate methods of record keeping, software and standards; local and wide-area networks; security systems and procedures; networked computer software products, installation, and operation; disaster recovery and prevention methods and procedures; effective methods of communications, including report writing and verbal communication.
Organize work and set priorities; exercise sound independent judgment within established guidelines; maintain accurate records and prepare clear, concise and effective correspondence, reports and other written materials; read and interpret complex technical manuals and procedures; explain technical concepts in nontechnical terminology and train others in the operation and application of computer systems; perform preventative maintenance; evaluate computer software and peripherals; maintain workstation software (email client, word processing, spreadsheets, etc.); install and upgrade peripherals; analyze problems and take necessary corrective actions; evaluate and make recommendations regarding networked computers and printers; provide good customer service and maintain effective working relationships with those contacted in the course of work.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly exposed to video display and moving mechanical parts. The employee frequently works in evenings or weekends and inside environmental conditions. The employee occasionally works with use of personal vehicle. The noise level in the work environment is usually moderate.