IT Helpdesk Technician III
General SummaryUnder direction of the IT manager and guidance from senior IT staff, individuals assigned to this position help support and maintain the District's IT systems, processes and infrastructure.
Individuals will work with Senior level IT staff with an opportunity to increase responsibilities, capabilities and overall growth with proven performance and effort.
Essential Duties & Responsibilities Provide Helpdesk Tier I and II support by assisting employees with the configuration and ongoing usability of desktops, laptops, peripheral equipment and software, responding to, researching, and troubleshooting end-user tickets in a timely manner, including problems and questions.
Support the efforts of and provide IT guidance to the IT Helpdesk Technician II position.
Troubleshoot, diagnose and take appropriate measures to ensure an expedient resolution for network and system performance problems with support from senior engineers on escalated issues.
May include after-business hours troubleshooting and maintenance.
Coordinate advanced helpdesk, training and documentation activities.
Be a liaison between users, helpdesk positions, senior engineers and IT Manager for complex issues.
Assist Senior IT staff in Systems, Applications and Network planning, implementation, documentation, monitoring and maintenance.
Assist Senior staff to build, maintain, Windows Server OS and deploy client OS Images using SCCM.
Work with Senior IT staff to map current network and plan upgrades to existing Ensure seamless operation of A/V equipment during live events, presentations and meetings by coordinating set up, configuration and troubleshooting of A/V equipment Stay current with emerging trends in A/V and multimedia technologies while evaluating and recommending potential enhancements in the quality of A/V systems at LTD Perform preventive maintenance, repairs, upgrades, and installations of hardware and software in a timely manner, consistent with established IT procedures and service commitments.
Install/upgrade backend business unit software, coordinate and implement application upgrade to existing systems, including analysis and design specifications with guidance from Senior IT staff.
Coordinate staff IT security training efforts, participate in established security procedures and incident responses and document recommendations for appropriate posture, process or mitigation responses Ensure network, system and application security and guard against security threats by following standards-based best-practice security controls such as least privilege access.
Ensure the helpdesk is providing a high level of value and benefit to employees.
Review IT tickets for quality control and ensure consistent user experience.
Assess potential adjustments and improvements to this system and vet with IT staff.
Monitor the network, systems, services, and hardware using various tools to ensure high availability.
Maintain, prepare, and uphold processes for reporting, monitoring, and logging application, server and network performance.
This includes the ability to identify and resolve performance issues and ensure high availability.
Train and create training material for end-users Build and maintain documentation for network, systems and applications at LTD.
Ensure a consistent and easy to access documentation system including network and system diagrams, narratives, and data flow sheets that support IT processes and the data warehouse.
Assist in developing, implementing and supporting systems including hardware, software, information protection, file integrity and network disaster Conduct research on various products and systems in support of IT's development and procurement Interface with vendors for procurement & maintenance of IT infrastructures Performing reasonable duties related to this position Supervisory ResponsibilitiesThis position does not supervise others.
Fiscal ResponsibilityIncumbent does not have direct financial authority.
Minimum QualificationsRequired Education and ExperienceAny equivalent combination of education and experience which provides the knowledge, skills, and abilities required to perform the job.
Education and course work can substitute for years of experience.
Typical qualifications would be:
Experience:
Associate's degree in Networking, Computer Science, Information Technology, or equivalent related work experience Minimum 5 years of experience with Network Administration, Systems Administration, and/or Application support Preferred:
ITIL Foundations Certification or knowledge/experience with ITIL framework Technology Skills Experience working with Windows servers and network monitoring Knowledge of the OSI model with focus on Ethernet and basic fiber network Knowledge of networking, including:
TCP/IP, VLANs, Ethernet, fiber, switching, routing, STP, IPSec, QoS and Knowledge of firewall rules, gateway protocols and secure Knowledge of VoIP, WiFi, radio, and cellular Experience with VMware Experience with Microsoft Windows Servers - all versions:
install, configure, troubleshoot, upgrade and route patching.
Knowledge of Microsoft 365 and Microsoft Azure infrastructure, experience with other cloud hosted systems beneficial Knowledge of Microsoft IIS, SharePoint, Exchange, SQL, SCOM, SCCM, Skype for Business Experience with Microsoft Active Directory management, including DNS and DHCP Knowledge of Enterprise Backup and Restore Experience with Centralized system deployment and management of Windows OS and devices, and Enterprise security software Position Type and Expected Hours of Work Onsite work in a normal office environment.
Will sometimes be required to work and/or attend meetings or events in public and at all LTD locations.
Monday through Friday 8am until 5pm Occasional abnormal/off hours are expected and required for specific events and to reach all employees.
This position is a full-time, exempt position, eligible for the regular administrative benefits package.
The pay range is between $68,885.
25 and $93,193.
98 annually.
Travel Travel within the metropolitan area is required.
Occasional travel outside of the region may be required.
Working Conditions & Physical DemandsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Human Collaboration & Job ImpactCommunications and discussions result in decisions regarding policy development and implementation.
Interaction with others outside the organization requires exercising participative management skills that support team efforts and quality processes.
The impact the job has on LTD is significant in terms of time, money, or public/employee relations.
How to ApplyVisit our website:
http:
//ltdjobs.
applicantpool.
com/jobs/.
Submit your resume and complete the required application and assessments when requested.
This position will remain open until filled with first review of applications beginning on September 29, 2023.
For additional information call (541) 682-6100.
The Lane Transit District is an Affirmative Action/ Equal Employment Opportunity Employer.
Recommended Skills Application Security Backend Backup And Restore Cloud Computing Computer Security Corporate Security Estimated Salary: $20 to $28 per hour based on qualifications.
Individuals will work with Senior level IT staff with an opportunity to increase responsibilities, capabilities and overall growth with proven performance and effort.
Essential Duties & Responsibilities Provide Helpdesk Tier I and II support by assisting employees with the configuration and ongoing usability of desktops, laptops, peripheral equipment and software, responding to, researching, and troubleshooting end-user tickets in a timely manner, including problems and questions.
Support the efforts of and provide IT guidance to the IT Helpdesk Technician II position.
Troubleshoot, diagnose and take appropriate measures to ensure an expedient resolution for network and system performance problems with support from senior engineers on escalated issues.
May include after-business hours troubleshooting and maintenance.
Coordinate advanced helpdesk, training and documentation activities.
Be a liaison between users, helpdesk positions, senior engineers and IT Manager for complex issues.
Assist Senior IT staff in Systems, Applications and Network planning, implementation, documentation, monitoring and maintenance.
Assist Senior staff to build, maintain, Windows Server OS and deploy client OS Images using SCCM.
Work with Senior IT staff to map current network and plan upgrades to existing Ensure seamless operation of A/V equipment during live events, presentations and meetings by coordinating set up, configuration and troubleshooting of A/V equipment Stay current with emerging trends in A/V and multimedia technologies while evaluating and recommending potential enhancements in the quality of A/V systems at LTD Perform preventive maintenance, repairs, upgrades, and installations of hardware and software in a timely manner, consistent with established IT procedures and service commitments.
Install/upgrade backend business unit software, coordinate and implement application upgrade to existing systems, including analysis and design specifications with guidance from Senior IT staff.
Coordinate staff IT security training efforts, participate in established security procedures and incident responses and document recommendations for appropriate posture, process or mitigation responses Ensure network, system and application security and guard against security threats by following standards-based best-practice security controls such as least privilege access.
Ensure the helpdesk is providing a high level of value and benefit to employees.
Review IT tickets for quality control and ensure consistent user experience.
Assess potential adjustments and improvements to this system and vet with IT staff.
Monitor the network, systems, services, and hardware using various tools to ensure high availability.
Maintain, prepare, and uphold processes for reporting, monitoring, and logging application, server and network performance.
This includes the ability to identify and resolve performance issues and ensure high availability.
Train and create training material for end-users Build and maintain documentation for network, systems and applications at LTD.
Ensure a consistent and easy to access documentation system including network and system diagrams, narratives, and data flow sheets that support IT processes and the data warehouse.
Assist in developing, implementing and supporting systems including hardware, software, information protection, file integrity and network disaster Conduct research on various products and systems in support of IT's development and procurement Interface with vendors for procurement & maintenance of IT infrastructures Performing reasonable duties related to this position Supervisory ResponsibilitiesThis position does not supervise others.
Fiscal ResponsibilityIncumbent does not have direct financial authority.
Minimum QualificationsRequired Education and ExperienceAny equivalent combination of education and experience which provides the knowledge, skills, and abilities required to perform the job.
Education and course work can substitute for years of experience.
Typical qualifications would be:
Experience:
Associate's degree in Networking, Computer Science, Information Technology, or equivalent related work experience Minimum 5 years of experience with Network Administration, Systems Administration, and/or Application support Preferred:
ITIL Foundations Certification or knowledge/experience with ITIL framework Technology Skills Experience working with Windows servers and network monitoring Knowledge of the OSI model with focus on Ethernet and basic fiber network Knowledge of networking, including:
TCP/IP, VLANs, Ethernet, fiber, switching, routing, STP, IPSec, QoS and Knowledge of firewall rules, gateway protocols and secure Knowledge of VoIP, WiFi, radio, and cellular Experience with VMware Experience with Microsoft Windows Servers - all versions:
install, configure, troubleshoot, upgrade and route patching.
Knowledge of Microsoft 365 and Microsoft Azure infrastructure, experience with other cloud hosted systems beneficial Knowledge of Microsoft IIS, SharePoint, Exchange, SQL, SCOM, SCCM, Skype for Business Experience with Microsoft Active Directory management, including DNS and DHCP Knowledge of Enterprise Backup and Restore Experience with Centralized system deployment and management of Windows OS and devices, and Enterprise security software Position Type and Expected Hours of Work Onsite work in a normal office environment.
Will sometimes be required to work and/or attend meetings or events in public and at all LTD locations.
Monday through Friday 8am until 5pm Occasional abnormal/off hours are expected and required for specific events and to reach all employees.
This position is a full-time, exempt position, eligible for the regular administrative benefits package.
The pay range is between $68,885.
25 and $93,193.
98 annually.
Travel Travel within the metropolitan area is required.
Occasional travel outside of the region may be required.
Working Conditions & Physical DemandsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Human Collaboration & Job ImpactCommunications and discussions result in decisions regarding policy development and implementation.
Interaction with others outside the organization requires exercising participative management skills that support team efforts and quality processes.
The impact the job has on LTD is significant in terms of time, money, or public/employee relations.
How to ApplyVisit our website:
http:
//ltdjobs.
applicantpool.
com/jobs/.
Submit your resume and complete the required application and assessments when requested.
This position will remain open until filled with first review of applications beginning on September 29, 2023.
For additional information call (541) 682-6100.
The Lane Transit District is an Affirmative Action/ Equal Employment Opportunity Employer.
Recommended Skills Application Security Backend Backup And Restore Cloud Computing Computer Security Corporate Security Estimated Salary: $20 to $28 per hour based on qualifications.
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