Desktop Support Specialist II

Port Of San Diego•San Diego, CA

3d•Onsite

About The Position

Are you looking for a great place to work, delivering exceptional IT service supporting end-users with technical issues? We are seeking a Desktop Support Specialist II who will deliver just that. You will play a critical role in delivering advanced technical support to end-users, ensuring the reliability and performance of desktops, laptops, and related hardware and software systems. This position requires strong troubleshooting skills, proficiency in enterprise tools, and the ability to resolve complex issues efficiently. A key focus of this role is working within a Microsoft-centric environment. You will collaborate closely with IT teams to maintain system integrity, implement best practices, and provide exceptional customer service that empowers users to stay productive and secure in their daily operations. DEFINITION Under general supervision, performs responsible systems administration functions for the Information Technology Department; performs a variety of duties in network, hardware , and software support, including the installation, configuration, and troubleshooting of equipment, devices and software; installs, configures, supports, and maintains hardware, software, and computer systems; supports and maintains cameras, sensors, and workstations; troubleshoots and resolves complex hardware, software, and optical connectivity problems; provides telecommunications support; provides problem resolution to internal and external customers; and performs related duties as assigned. SUPERVISION RECEIVED AND EXERCISED Receives immediate (Desktop Support Specialist I) or general (Desktop Support Specialist II) supervision from the Information Technology Operations Supervisor. Exercises no direct supervision over staff. CLASS CHARACTERISTICS This journey-level classification is responsible for independently performing technical duties in support of systems and network administration functions for the computer/enterprise server and network operating system platforms . Positions at this level exercise judgment and initiative in their assigned tasks, receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit. Desktop Support Specialist I: This is the entry level classification in the Desktop Support Specialist series. Initially under close supervision, incumbents learn the Ports information systems environment, platforms and network infrastructure and perform a variety of duties in network, hardware, and software support, including the installation, configuration and troubleshooting of equipment, devices and software. Positions at this level are not expected to function with the same level of knowledge or skill as positions at the Desktop Support Specialist II level, and do not exercise the same level of independent direction and judgment in matters related to work procedures and methods. As experience is gained, assignments become more varied and are performed with greater independence. Work is usually supervised while in progress and fits an established structure or pattern. Exceptions or changes in procedures are explained in detail as they arise. Desktop Support Specialist II: This is the fully qualified journey-level classification in the Desktop Support Specialist series. Positions at this level are distinguished from the Desktop Support Specialist I level by the performance of the full range of duties as assigned, working independently, and exercising judgment and initiative. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit. Positions in the Desktop Support Specialist class series are flexibly staffed; positions at the Desktop Support Specialist II level are normally filled by advancement from the Desktop Support Specialist I level; progression to the Desktop Support Specialist II level is dependent on ( i ) management affirmation that the position is performing the full range of duties assigned to the classification; (ii) satisfactory work performance; (iii) the incumbent meeting the minimum qualifications for the classification including any licenses and certifications; and (iv) management approval for progression to the Desktop Support Specialist II level. Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so qualified employees can perform the essential functions of the job. Positions at the Desktop Support Specialist I level may perform some of these duties and responsibilities in a learning capacity.

Requirements

Knowledge of: Operating system architecture, characteristics, commands, and components.
A variety of network operating systems architecture, characteristics, commands and components applicable to Port computer platforms.
Closed Circuit Television (CCTV) and Internet Protocol (IP) surveillance camera systems analysis, design concepts, and methodologies of administration, and integration.
Virtual Server infrastructure systems analysis, design concepts, and methodologies of administration and integration.
Physical access control and intrusion detection systems analysis, design concepts, and methodologies of administration and integration.
Principles, practices, and methods of systems and network design, administration, integration, and maintenance, including procedures for establishing network connectivity.
Methods, principles, practices, and techniques for troubleshooting and determining the causes of system, computer, and hardware problems, and device errors and failures.
Network analysis tools and utilities.
Advanced principles and practices of network systems troubleshooting.
Basic principles and practices of systems analysis and design.
Physical access control and intrusion detection systems analysis, design concepts, and methodologies of administration and integration.
Applicable federal, state, and local laws, codes, and regulations as well as industry standards and best practices pertinent to the assigned area of responsibility.
Port and mandated safety rules, regulations, and protocols.
Techniques for providing a high level of customer service, by effectively dealing with the public, vendors, contractors, and Port staff.
The structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.
Modern equipment and communication tools used for business functions and program , project , and task coordination, including computers and software programs relevant to work performed.
Ability to: Configure, maintain, manage, and tune the operations of complex operating and network systems to achieve optimal technical performance and user support.
Troubleshoot complex system , hardware, software, and/or network/optical connectivity problems and make modifications and fixes to resolve problems.
Plan and complete projects efficiently and in accordance with Port quality standards.
Perform network, equipment, and software configurations accurately and efficiently.
Install and configure PCs, peripheral equipment, devices, and other technology tools.
Understand and apply the analysis of functional requirements to the development of proposals, specifications, and recommendations for efficient, cost-effective systems, and technology solutions.
Understand, interpret, and apply all pertinent laws, codes, regulations, policies and procedures, and standards relevant to work performed.
Prepare clear and concise reports, correspondence, documentation, and other written materials.
Use tact, initiative, prudence, and independent judgment within general policy and procedural guidelines.
Independently organize work, set priorities, meet critical deadlines, and follow-up on assignments.
Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax.
Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks.
Education: Desktop Support Specialist I/II: Equivalent to an associate degree with coursework in computer science, management information systems, or a related field.
Experience: Desktop Support Specialist I: Prior related work experience in systems administration, information systems customer support, or a related field.
Desktop Support Specialist II: Three (3) years of increasingly responsible experience in systems administration or information systems customer support.
Licenses and Certifications: Certain assignments may require a valid driver's license and the ability to maintain insurability under the District's vehicle insurance program.

Responsibilities

Provides first-level support via telephone, in person, chat, and email requests, including problem for internal customers within the Port; performs a variety of duties in network, hardware , and software support, including the installation, configuration, and troubleshooting of equipment, devices and software.
Installs, configures, supports, and maintains hardware, software, and computer systems; supports and maintains cameras, sensors, and workstations; troubleshoots and resolves complex hardware, software, and optical connectivity problems; provides telecommunications support.
Performs systems administration functions for major computer/enterprise server and operating systems; installs, configures, deploys, maintains, and troubleshoots systems and network devices, including assigned servers, mobile devices, workstations, printers, video conferencing and audio/video presentation infrastructure, and law enforcement computerized hardware and software.
Installs, tests, and debugs network operating systems and software releases and upgrades; writes or modifies scripts to startup and shutdown assigned software and applications; resolves systems operating and performance problems; creates, tests, and deploys application packages for enterprise-wide distribution; monitors and evaluates memory and disk storage utilization on mobile devices and workstations; administers user accounts, including network security, user profiles, and user/group access and rights.
Coordinates routine vendor inspections and servicing of hardware, software, and other computer or telecommunication systems and devices; coordinates warranty repairs.
Evaluates current systems and suggests improvements; researches , tests, and evaluates vendor hardware and software products; evaluates products for their conformance with customer requirements and compatibility with the Port's operating system and network environment.
Provides information on alternative technologies and their relative benefits; makes recommendations on the selection and purchase of hardware and software; participates with other team members on large hardware and software migration and conversion projects; assists in installing multi-platform interfaces and other software tools; manages and implements automation projects including preparing work plans and milestone charts; troubleshoots proprietary customized applications.
Reviews and monitors systems performance statistics and fine tunes CPU load, memory, disk usage, and input/output to achieve optimal system speed, reliability, and performance; benchmarks systems and identifies and implements improvements to improve reliability and performance; assesses system capacity issues; evaluates and recommends software; performs hardware and software upgrades or replacements; installs and tests operating system releases, upgrades, and fixes.
Develops and maintains technical system documentation, logs, and files; documents system components, network schematics, configurations, and history, such as physical hardware, changes to systems, user information, and past problems; analyzes and makes recommendations on proposed systems and provides consultation to management and staff on improvement of delivery of services.
Trains end users on specialized Port systems and devices.
Observes and complies with all Port and mandated safety rules, regulations, and protocols.
Performs related duties as assigned.