"Client Systems Specialist"

Job Summary

This position is a senior member of the Districts IT team responsible for implementation and management of the Districts endpoint computing, monitoring, and assigning work requests as well as configuration and support for complex computer labs among other tasks. Duties include device configuration and management, maintenance and advanced troubleshooting of various hardware, software, and peripherals. Knowledge and troubleshooting of Windows, Mac, and iOS operating systems and Mobile Device Management experience required. May assist with classroom technology issues - including urgent instructional disruptions. Through technical expertise, customer service, and workflow optimization, this position ensures high-quality, equitable technology support in alignment with the Districts mission. This is an onsite position that operates primarily serving Foothill College and the District offices with periodic flexibility based on the operational needs of the department.

Definition

Under general supervision, performs the most complex and varied technical support and training on use of personal computers, peripheral equipment, and systems hardware and software; provides technical depth and expertise with the ability to work directly with the customer; regularly leads large-scale or several small-scale projects of critical importance and substantial consequence of success or failure to the District; resolves computer application problems and troubleshoots hardware malfunctions; leads and assists in maintaining and administering operating systems; provides technical support, installation, and maintenance for software, desktop computer applications, virtual desktops, Internet/Intranet, and districtwide systems and servers; installs, configures, and repairs personal computer hardware and software systems; leads, trains, oversees, sets priorities, and allocate support requests to co-workers; and performs related work as required.

Supervision Received and Exercised

Receives general supervision from assigned ETS supervisor. Exercises technical and functional direction and provides training to lower-level staff.

Class Characteristics

This is the advanced journey and lead-level class in the Client Systems Specialist series responsible for maintaining and troubleshooting application software and hardware. The work involves frequent contact with others and the coordination, scheduling, and assignment of multiple concurrent activities. Employees manage and provide technical leadership of projects involving large-scale, complex, and highly technical tasks and perform work requiring deep technical knowledge in specific area(s) and/or ability to integrate deep knowledge of several areas. This classification is distinguished from the Client Systems Specialist by the performance of the most complex technical and specialized duties assigned to the class series and serves as a technical leader.

Examples of Typical Job Functions

1. Installs, configures, maintains, and upgrades operating systems, servers, and software packages across disparate platforms.
2. Tests, diagnoses, troubleshoots, and repairs computer systems and equipment problems to ensure functional operation and in compliance with service level agreements.
3. Deploy and manage personal and mobile computer security solutions; install, configure, and maintain centralized security management servers.
4. Evaluates problem severity and repairs; analyzes, troubleshoots, and fixes problem or refers to specialized or higher-level personnel and/or vendor for resolution.
5. Installs and maintains network workstations and software; configures, installs, and tests network interface adapters and connects new clients to existing networks; isolates and repairs basic network communications problems at the personal computer, network hub, and host locations.
6. Oversees the creation and deployment of baseline software sets, adhering to department and District standards, for various computer makes and models.
7. Creates, configures, and deploys custom computer images in the virtual desktop infrastructure.
8. Implements, modifies, troubleshoots, and manages automation through the utilization of scripts.
9. Oversees the inspection, troubleshooting, diagnosis, and resolution of complex personal or mobile computing hardware, software, and peripheral malfunctions remotely and in person.
10. Assesses system performance and identifies, analyzes, and resolves problems; modifies configurations as appropriate; coordinates response to emergency maintenance and repair situations.
11. Provides specialized and complex technical support and assistance to staff concerning personal and/or mobile computer systems; serves as the primary contact for and resolves related issues, conflicts, and concerns; responds to inquiries and provides information concerning system operations, projects, malfunctions, equipment, upgrades, practices, procedures, and related software applications.
12. Plans, schedules, prioritizes, and assigns work in consultation with the assigned supervisor; inspects assigned equipment, systems, and infrastructure for maintenance, repair, and upgrade needs and recommends appropriate actions; assists in developing work plans, procedures, and schedules.
13. Inspects and evaluates work in progress and upon completion to ensure activities are performed in accordance with department standards and specifications.
14. Coordinates projects, personnel, and systems to facilitate access to the Districts computer systems; provides adequate, smooth, and efficient systems services for staff; receives, prioritizes, and coordinates response to work orders; estimates and provides adequate materials, equipment, and staff needed.
15. Functions as a liaison between project managers, analysts, and administrators and support technicians to ensure standards and protocols are maintained; assists in coordinating activities with help desk and other information services staff.
16. Researches, evaluates, and confers with vendors concerning hardware, software, and peripherals; reviews coordinates, and authorizes minor purchases; recommends major tool and equipment purchases.
17. Serves as technical lead for assigned projects, including gathering user and systems requirements, working with vendors, contractors, project managers, and other project staff, installing, configuring, testing, and providing general technical support, and developing technical and user documentation.
18. Writes and maintains user and technical operating instructions and documentation; provides training to users and other technical staff and advises on best practices.
19. Provides lead direction to technical staff; reviews and controls quality of work; performs the more complex and technical support and training on use of personal computers, peripheral equipment, and systems hardware and software.
20. Performs other duties as assigned.

Qualifications

Knowledge of:

Ability to:

Minimum Qualifications

1. Understanding of, sensitivity to, and respect for the diverse academic, socio-economic, ethnic, religious, and cultural backgrounds, disability, and sexual orientation of community college students, faculty and staff.
2. Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be equivalent to the completion of an associate degree in information systems, computer science, or related field AND five (5) years of increasingly responsible experience in providing technical support in the installation, maintenance, and repair of systems specific to specialty area assigned which includes personal computing or mobile computing.

Licenses and Certifications

1. Possession of, or ability to obtain, a valid California Drivers License by time of appointment.
2. Possession of, or ability to obtain, industry-recognized information technology certifications are desirable.

Physical Demands

Must possess mobility to work in a standard office setting... (full details in original)

Environmental Elements

Employees work in an office environment... (full details)

Application Packet

1. A District on-line application on http://hr.fhda.edu/careers/.
2. A cover letter addressing your qualifications for the position.
3. A current resume of all work experience, formal education and training.

Conditions of Employment

Position: Full-Time, Permanent, 12 months per year
Starting date: As soon as possible upon completion of the search process.
Excellent benefits package... http://hr.fhda.edu/benefits/index.html.
Affordable Employee Housing Program: https://www.fhda.edu/_about-us/_housing/faculty-staff-housing.html