IS Specialist
SJW Corp

Job Info

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IS Specialist

JOB SUMMARY: 
The IS Specialist, reporting directly to the Manager Employee Experience, will provide a single point of contact for end-users to receive support and maintenance within the organization's end-user computing environment including installing, diagnosing, troubleshooting problem areas, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The IS Specialist will also provide administrative support and coordination of IT projects, reporting, and testing suites and regimes for in-house product development, software application development, information system launches, and operations systems enhancements. 

PRINCIPLE DUTIES & RESPONSIBILITIES: 
Analyzes the performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance service quality to prevent future problems 
Refreshes policies and procedures for tracking IT assets 
Collaborates with analysts, designers, and system owners to test new software programs and applications; deploys pre-packaged software as needed using automated deployment tools 
Contributes to testing activities to ensure applications meet business requirements and systems goals, fulfill end-user requirements, and identify and resolve systems issues 
Conducts research on emerging products, services, protocols, and standards supporting service desk technology procurement and development efforts; and research solutions through internal and external knowledge base as needed 
Administers all product and service contracts from beginning to end, including procurement, development, service control, and consultant contracts for department 
Manages the processing of the incoming requests to the Service Desk via telephone, chat, and e-mail to ensure courteous, timely, and effective resolution of end-user issues 
Performs onsite analysis or remote assistance to diagnose, and resolve complex computer problems for end-users and recommend and implement corrective solutions 
Contributes to technician knowledge base and training as needed by developing help sheets and FAQ lists for end users 
Escalates incidents with accurate documentation to a suitable technician or vendor 
Maintains an inventory of all computers, monitors, keyboards, and other necessary equipment components; records and manages equipment sent to repair depots for equipment under warranty or service contracts 
Performs other duties as assigned 

EDUCATION & EXPERIENCE: 
Minimum of 3-year experience in a technical support role, 3-5 years' experience preferred 
Associate's degree in Computer Science, Bachelor's preferred 
Or an equivalent combination of educational and professional experience 

REQUIRED KNOWLEDGE, SKILLS & ABILITIES: 
Excellent verbal, written, and interpersonal communication skills 
Excellent analytical and investigatory, problem-solving, and attention to detail skills 
Knowledge of a range of diagnostic utilities, current protocols, operating systems, and standards, including O365, Active Directory management, and Jira Service Desk 
Proficient in accounting, finance, inventory, and cost-management skills 

ENVIRONMENTAL CONDITIONS/PHYSICAL REQUIREMENTS:  
Works approximately 100% of time in temperature-controlled environment conducting administrative duties.  
On-call availability
Sitting for extended periods 
Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components 
Lifting and transporting of moderately heavy objects, such as computers and peripherals up to 35 pounds 
Occasional inspection of cables in floors and ceilings 

OTHER REQUIREMENTS:  
Must possess a valid Texas driver's license and have a satisfactory driving record 

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