Client Systems Associate Administrator

Carlsbad -The Community:

This nearly 40 square mile city is ideally situated in north San Diego County with an approximate population of 115,000. It offers a great climate, beautiful beaches, lagoons and abundant natural open space. World class resorts, family attractions, well planned neighborhoods, a diverse business sector and a charming village atmosphere combine to create the ideal California experience.
A full-service city, Carlsbad has its own police and fire services, a water district, parks and recreation, and library and cultural arts departments, in addition to standard administrative and public works functions.

The Department:
The city's IT department connects Carlsbad by delivering innovative technologies to internal and external customers. The department is in need of a leading-edge Client Systems Associate Administrator to use their customer service experience and technical expertise to troubleshoot and solve complex issues and also provide general oversight of incidents and requests for effective and timely resolutions.

The Position:
The primary objective of this job is to provide direct support for client systems and resolve technical problems in the installation and maintenance of personal computers, printers, peripheral devices and mobile devices. Many of the duties in this job are centered on providing direct support for client systems.

The Client Systems Associate Administrator works independently with occasional instruction or assistance as new or unusual problems arise. The Client Systems Associate Administrator is expected to be fully aware of standard operating procedures to resolve end user problems.

Essential Duties and Responsibilities:
The following duties are typical for this job. Incumbents may perform some but not all of the listed duties and may be required to perform additional duties from those listed below to meet the city's business needs and changing operating practices. Other duties may be required and assigned.

• Provides support to end users to resolve problems and maintain proper utility for personal computer, laptop and mobile device operations.
• Provides proper working operations and quality support for peripheral devices including local network printers, plotters, faxes, scanners, all in ones, etc.
• Ensures client software operate effectively.
• Installs and tests personal computers, printers, and other peripheral devices.
• Performs basic contract management on desktop hardware and maintenance contracts.
• Provides user training on new products, applications and devices.
• Sets up mobile devices for customer use and provides technical support for related issues.
• Configures operating systems, shrink-wrap programs, and applications software programs.
• Performs password resets; may use tools to assign passwords, create user accounts, and assign access rights.
• Supports policies for laptops and peripheral device utilization and enforces desktop standards.
• Utilizes imaging tools to deploy client devices.
• Ensures operating structures for small network functions related to client device operations.
• Manages projectors and other multi-media devices located in staff meeting rooms.
• Performs station network cabling.
• Performs system support for small and niche applications.
• Troubleshoots small network based switches, routers and wireless access points as directed.
• Assists with system security to avoid violating firewalls and other system security i.e. internet access.
• Makes decisions regarding replacement of equipment; use of specialty software; changes to desktop support procedures; planning the deployment of new personal computer assets; laptop and desktop standards.
• Determines types and sizes of personal computers in relation to user specifications.
• Identifies suppliers; performs request for bids; obtains proposals and quotes; encumbers funds to acquire goods and services. Purchases client devices as directed.
• Assumes responsibility for vendor communications when vendor is unable to resolve problems.
• Assists with asset lifecycle management - acquisition - deployment - obsolete processing.
• Documents and tracks support activity and records of equipment and software as necessary.
• Consults with; acts as liaison and coordinates meeting with vendors and IT staff as needed.
• Provides guidance to those with less experience.

Knowledge and Abilities:

• Knowledge of Microsoft Windows Operating Systems
• Knowledge of PC hardware
• Installation and maintenance of personal computer hardware
• Basic Information Technology terminology such as IP addresses
• Knowledge of network connectivity and VPN support are preferred
• Knowledge of technology life cycles
• Knowledge of modern practices for application deployment
• Knowledge of computer network operations of limited to moderate scope
• Ability to provide customer service in person, via remote control technologies and over the telephone
• Ability to troubleshoot personal computer hardware and software and provide repair
• Ability to troubleshoot local/network printers
• Ability to troubleshoot end user network access
• Ability to perform basic purchasing
• Ability to work independently with occasional supervision

Bachelors of Science or Arts degree from an accredited college in a related discipline, or 2 years of experience troubleshooting end-user problems in a business environment.