IT Support Technician II

Job Description

Job DescriptionDescription:

New opportunities are waiting for you! Are you customer service driven and ready to join our dynamic team?

We are committed to delivering excellent customer service while maintaining a work culture fostering community, collaboration, and innovation. We are seeking to hire a full-time IT Support Technician II in our corporate office located in Newport Beach, CA.

Position Summary

The IT Support Technician II provides on-site technical support for use problems relating to hardware and software issues. This includes documenting all pertinent end user information and nature of problem or issue through the help desk application, follow-up on open issues and project and assisting with PC, voice and data support.

Pay Range: $28.00-$30.00 per hour.

Essential Job Functions

Every effort has been made to identify the essential functions of this position. However, it in no way states or implies that these are the only duties you will be required to perform. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or is an essential function of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Assist with internal physical moves which include PCs, Laptops, telephones, printers; for all property and XQ offices.
• Field incoming help requests from end users via both telephone and work orders in a courteous manner.
• Provide onsite and remote support to end-users.
• Respond to assigned tickets/tasks in accordance with company guidelines.
• Troubleshooting and Issue Resolution: Respond to technical support tickets and incidents. Investigate and diagnose hardware, software, and network issues, providing timely resolution and ensuring customer satisfaction.
• System and Network Monitoring: Monitor system performance, network connectivity, and server health using monitoring tools. Identify and troubleshoot potential issues proactively, escalating to higher-level support when necessary.
• IT Project Participation: Contribute to IT projects by providing technical expertise, performing system implementations and migrations, and assisting with project planning and coordination
• React to service outages promptly with adherence to standard operating procedures.
• Take ownership of tasks and follow through to ensure complete resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• IT Asset Management: Maintain an inventory of IT assets, including hardware, software licenses, and peripherals. Track asset movements, conduct audits, and ensure proper asset disposal procedures are followed.
• Assist in the development of department documentation.
• Conduct technology training for new users.
• Perform post-resolution follow-ups to help requests.
• Configures/troubleshoots data and phone system hardware, circuit installs, and low voltage wiring.
• Monitors and troubleshoots firewalls, routers, switches, and other networking devices to maintain continuous operational levels.
• Works closely with Network Specialist and IT Manager to diagnose and troubleshoot network outages, maintain network configuration for users and their components/cabling, maintain user accounts and reboots servers and routers.
• Monitor and remove virus, spyware, and other non-authorized software.
• Create and maintain current standard operating procedures.
• End-User Training and Education: Provide basic training to end-users on commonly used software applications, IT policies, and best practices. Educate users on data security, password management, and safe computing practices.
• Assist Team Lead and Managing Partners with special projects as necessary.
• Other duties as assigned.
• All duties and responsibilities shall be performed as set forth in our established policies and procedures.
• Adheres to and assures compliance with Standards of Conduct, company policies and procedures and all applicable rules, regulations and standards as promulgated by Federal, State and accrediting agencies or regulating bodies. This includes, but is not limited to, Department of Housing and other applicable regulatory agencies.

Supervisory Responsibility

This position has no supervisory responsibilities.

Travel

15% travel to remote properties is required.

Requirements:

Education, Training and Experience Requirements

• Associate’s degree or two years of college-level coursework or training in a computer-related discipline. Relevant experience may substitute for the degree requirement on a year for year basis.
• MCP certification preferred.
• A+ Certification preferred.
• Minimum of 2-4 years prior IT experience with providing IT Support. Must possess significant knowledge of the operation, repair, and the principles and practices used of local and wide, wired, and wireless, computer and telecommunication networks.
• Must possess significant knowledge of computer network characteristics, network operating system software, and network components (i.e.: network servers, switches, routers, wireless access systems, VoIP systems, infrastructure cabling, etc.).
• Comprehensive knowledge of IT best practices
• Excellent organizational and communications skills, both written and oral.
• Ability to manage multiple projects and completing priorities.
• Required to speak and write the English language in an understandable manner.
• Requires excellent people skills and the ability to effectively work with XQ, on-site personnel as well as vendors.
• Requires high level of organization and time management skills.
• A sense of urgency and a commitment to timely completion of projects.
• Requires high level of attention to detail.
• Flexible, willing, team player attitude
• Audio Video troubleshooting preferred but not required.
• Required to work on-call duty when needed.

Working Conditions

• Works in office frequently.
• Moves intermittently during working hours.
• Is subject to frequent interruptions.
• Works beyond normal hours on weekends and holidays, when necessary

Lyon Living proudly offers the following benefits:

• Medical/Dental/Vision Plans/FSA/HSA
• 401K Matching
• Employee Housing Discounts
• Education Reimbursements
• Employee Referral Bonuses