IT Technical Support Specialist III

Central Arizona Project•Headquarters - Phoenix 85024, AZ

13d•Hybrid

About The Position

As the Technical Expert, manage, evaluate, configure, test, install, and support computer and network related hardware and software to meet the requirements of the Central Arizona Project (CAP). At an expert experience level, plans, installs, and tests Windows servers, personal computer and laptop operating systems, hardware, and related peripherals. Installs new network equipment and troubleshoots existing network equipment. Provides installation and support for the Windows and CBM networks at headquarters and at facilities along the canal system. Works with clients, both in person and remotely to troubleshoot problems and resolve simple to complex computer hardware problems, application issues and network related problems. Provides client training as needed to allow effective use of hardware and applications. Meets defined targets for resolution of reported problems. Assists clients with "how to" questions regarding the use of computer applications and hardware. Assists Network Engineering, Windows Administrators, and IT Security as needed with installs of equipment at HQ and remote locations. This includes router, switches, telephony, video conferencing, cabling, and other opportunities where this position will be instrumental in meeting CAP network availability standards. Assists the IT Infrastructure Team at HQ and remotely when required. The duties may include system testing after security patching, beginning level cloud administration work (SharePoint, One Drive), VDI (Virtual Desktop Interface) Administration and data center hardware installs. Installs computer applications which require mid-range computer network and/or Windows servers and personal computer interoperability. Installs specialized software applications used by CAP such as AutoCAD, Livelink, SKM, etc. and maintains a good understanding of how to implement these tools with the proper configuration. Obtains application training as needed to accomplish this. Leads and participates on project teams to develop and implement process improvements that have a positive impact on Information Technologies and CAP. Performs as a dedicated advocate to a client department to understand operational responsibilities and identify potential improvements or new services that can be provided to that department by Information Technologies. Develops plans and implements changes or coordinates with appropriate Information Technologies staff to implement as necessary.

Requirements

A bachelor's degree (or higher) in Information Systems or a related field; OR an associates degree plus an additional two (2) years of related work experience; or a high school diploma (GED) plus an additional four (4) years or related work experience.
Five (5) years of increasing responsibility performing computer and network support, troubleshooting, problem resolution, customer service and support, installation and systems management of computer environments.
Valid Arizona driver's license and maintain a good driving record. If hired from outside of Arizona, will be required to obtain an Arizona driver's license.

Nice To Haves

A+ Certification
Microsoft Certification
Cisco Certification
Exposure to cloud technologies (Microsoft Azure)
Exposure to Cisco technologies (switches, data center)
Experience with Autodesk and CAD products
Experience with automated ticketing systems
Experience with building images
Experience with ticket triaging, management and reporting

Responsibilities

Manage, evaluate, configure, test, install, and support computer and network related hardware and software.
Plan, install, and test Windows servers, personal computer and laptop operating systems, hardware, and related peripherals.
Install new network equipment and troubleshoot existing network equipment.
Provide installation and support for Windows and CBM networks.
Work with clients to troubleshoot and resolve computer hardware, application, and network problems.
Provide client training on hardware and applications.
Meet defined targets for resolution of reported problems.
Assist clients with "how to" questions regarding computer applications and hardware.
Assist Network Engineering, Windows Administrators, and IT Security with equipment installs.
Assist the IT Infrastructure Team with system testing after security patching, cloud administration, VDI administration, and data center hardware installs.
Install computer applications requiring mid-range computer network and/or Windows servers and personal computer interoperability.
Install specialized software applications such as AutoCAD, Livelink, SKM, etc.
Lead and participate on project teams to develop and implement process improvements.
Act as a dedicated advocate to a client department to understand operational responsibilities and identify potential improvements or new services.