IT Level 3 Technician

Fair Chance Act, Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance --

As required by law, all qualified candidates will be considered, whether they have arrest or criminal conviction records. A criminal background check may be required for this job, and if the background check is required, you will likely be advised as to why it is required for the job you are seeking as part of the offer process. When required by law, an individual assessment of criminal records will be done to ensure a fair chance for all. This assessment will include but is not limited to reviewing the severity/relationship between the crime and the job, the time that has passed since the offense or conduct and/or completion of the sentence, and whether there is evidence of rehabilitation.

As an outsourced recruiting firm, we are not responsible or liable for the background check process or the response or actions of our clients related to background checks. Please seek guidance from the hiring company.

Come work for a company that makes a difference within the communities of the State of California. This company works on cutting-edge prevention programming, providing counties with an independent administrative and fiscal intergovernmental structure. Our client helps fund, develop, and implement California's mental health services and educational programs.

As a mental health organization, this company actively seeks to support qualified disabled candidates in obtaining employment with their company and is an Equal Opportunity Employer. Please complete the self-identification section of the application.

This company offers a VERY Generous Benefits Package, including:

• 10% company-sponsored retirement account (401a) 100% vested additional compensation/retirement.
• Medical, Dental, Vision, LTD, Life Insurance, Wellness Program, FSA
• Generous PTO plan

Job Title: IT Level 3 Technician

Salary: $90,000 - $115,000

Department: IT

Reports To: Sr IT Systems Administrator

FLSA Status: non- exempt

Location: Sacramento, CA

Work Model: In person

Schedule: Monday-Friday, 8am-5pm (Could vary depending on business needs)

SUMMARY OF POSITION: The IT Level 3 Technicians provides the highest level of support for company services, systems, networks, and its employees. A candidate will provide advanced technical support, tackle complex IT issues, and take a lead role in strategic IT projects ensuring the stability, security, and optimal performance of our technology infrastructure. A level 3 technician has specific expertise in one of the following disciplines systems or network administration and can execute on projects as directed by management with minimum oversight. This role requires understanding and explicit adherence to internal company policies, standards, and compliance with HIPAA.
This role demands a thorough understanding of IT systems and a strong ability to solve intricate technical problems, ensuring the smooth operation of the company's technology services and processes.

DUTIES AND RESPONSIBILITIES include but are not limited to:

• Respond and resolve level 3 incoming IT support requests. Work closely with the IT Level 1 and 2 staff to provide guidance and mentorship, enhancing their technical skills and knowledge.
• Act as a backup for level 1 technicians during high call periods or staffing shortages.
• Prioritize, schedule, and escalate issues (when required) to management.
• Record, track and document helpdesk requests and problem-solving process, including all successful/unsuccessful decisions made and actions taken through to final resolution.
• Record all processes into knowledgebase and submit knowledgebase articles for use as level 1 & 2 triage scripts.
• Efficiently document, track, and monitor issues to ensure timely resolution within established Service Level Agreements (SLAs).
• Perform identity access tasks such as user account management, permissions, and confirm services/systems licensing, rights and roles.
• Troubleshoot and resolve network issues, including switches, routers, firewalls, and VPN connections.
• Assist with the deployment, configuration, and maintenance of software applications and updates.
• Support IT hardware, including desktops, laptops, printers, and mobile devices.
• Comply with all IT security policies and procedures to ensure data protection and network security.
• Participate in IT projects, including new technology implementations, system upgrades, and infrastructure improvements.
• Conduct training sessions for end-users on new technologies and best practices to enhance IT literacy.
• Provide third-level support for complex technical issues escalated from Level 1 and Level 2 technicians, including troubleshooting for hardware, software, and network problems, ensuring swift and effective resolution.
• Authoring level 1 and 2 knowledge base articles and submitting standards.
• Manage and maintain enterprise-level systems, including servers, network infrastructure, and storage solutions.
• Use SQL querying skills to retrieve and manipulate data efficiently; maintenance of SQL databases to ensure data accuracy and reliability.
• Implement and manage security measures to protect IT infrastructure from threats, including firewall configurations, intrusion detection, and endpoint protection.
• Participate in IT projects, including new technology deployments, system upgrades, and infrastructure enhancements.
• Monitor and analyze system performance and implement improvements to enhance efficiency and reliability.
• Mentor and provide guidance to level 1 and Level 2 technicians, fostering professional development within the team.
• Research and implement fixes for new issues and escalate to management, if it is out of their skill set or ability to solve.
• Ensure device and employee compliance with all IT policies, procedures, and standards
• Submission of change request candidates from incidents and request tickets.
• Maintain and support all company AV and conferencing equipment.
• Maintaining all endpoint asset management inventory.
• Ensuring endpoint data destruction policies are followed to clear all endpoints of company data, after backup and before redeploying or retiring asset.

QUALIFICATIONS EDUCATION, EXPERIENCE, and SKILLS/KNOWLEDGE:

• Bachelor s degree in information technology, Computer Science, or a related field, or equivalent work experience.
• 5+ years of experience in IT support or a similar role, with at least 3 years of experience level III system/networking configuration and support.
• Real world enterprise experience.
• Healthcare IT is preferred.

Technical Skills:

• Expert proficiency with Windows, Mac, and Linux endpoint and server operating systems.
• Basic knowledge and skill with SQL queries & servers.
• In-depth knowledge of network protocols and configurations (TCP/IP, DNS, DHCP, VPN).
• Extensive experience with virtualization technologies.
• Strong understanding of cybersecurity principles and best practices.
• Proficiency with cloud services (AWS, Azure).
• Familiarity with scripting and automation (PowerShell, Bash, Python).
• Experience with IT ticketing systems (e.g., Zendesk, ServiceNow).
• Expert level hardware and software troubleshooting skills
• Ability to quickly research and identify incident candidates for escalation to major incident, and/or change.

Soft Skills:

• Excellent analytical and problem-solving skills.
• Strong leadership and mentoring capabilities.
• Exceptional communication and interpersonal skills.
• Ability to manage multiple tasks and projects effectively.
• Strong organizational skills with attention to detail.

Certifications:
Advanced certifications such as CompTIA Security+, Cisco Certified Network Associate (CCNA), Microsoft Certified Solutions Expert (MCSE), VMware Certified Professional (VCP), or similar.

COMPUTER SKILLS Demonstrate the ability to use Microsoft office suite (Outlook, Excel, Word, PowerPoint), Adobe, Google office suite, and other modern connectivity applications (Zoom, Slack, Asana) for daily internal communication.

LANGUAGE SKILLS and MATHEMATICAL SKILLS - Demonstrate the ability to read, comprehend, and respond appropriately through written or verbal form; demonstrate tactfulness when communicating including internal communication with staff members of all levels of employees; ability to communicate with a variety of audiences effectively. Ability to add, subtract, multiply, and divide in all measure units, using whole numbers, common fractions, and decimals.

REASONING Demonstrate the ability to effectively apply common sense and follow through to daily tasks; demonstrate the ability to work with little or no supervision; demonstrate excellent analytical skills; demonstrate the ability to efficiently conduct research and ask appropriate probing questions to complete necessary tasks.

PHYSICAL DEMANDS - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit and stand; use phone and headset; use hands, arms, fingers to type; answer phones; write; use calculator; demonstrate strength to lift and carry materials weighing up to 20 pounds; demonstrate clear vision to read printed materials and a computer screen; hearing and speech to communicate in person and over the telephone.

SENSORY DEMANDS - The incumbent must spend long hours in intense concentration. The incumbent must also spend long hours on the computer entering information which requires attention to detail and high Levels of accuracy.

MENTAL DEMANDS - There are a number of deadlines associated with this position, which may cause significant pressure. The incumbent must also deal with a wide variety of people on various issues.

REGULAR WORK SCHEDULE Schedule varies depending on business needs; however, company normal business hours are 8:00am to 5:00pm, Monday Friday.

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