Open Positions

Calance has been in business since 1984 and is dedicated to it's employees. Many of our employees have been with the company for over a decade. Calance's headquarters has recently moved to a state of the art facility in Anaheim, California. 

If you're interested in a position, send the following to Kathy Yingling at KYingling@calance.com:

-Your Resume

-Title of the position in the subject line

-Brief overview of why you'd be a good fit for the position

Senior Service Desk Delivery Specialist - Buena Park, California

The Senior Service Desk Delivery Specialist position is responsible for providing technical hands-on support for both internal and external business users at Calance and client sites. The candidate will support a wide range of computer hardware (PC/MAC/tablets/peripherals), software, and network/server equipment for clients in a variety of industries.

Responsibilities:
-Emergencies: Respond to emergency tickets within established SLA’s to ensure business operations for supported clients. Resolving or escalating the issue as required.
-Customer Service: Maintain positive relationships with supported business clients. Set reasonable expectations and deliver on support commitments.
-Troubleshooting: Identify computer issues and implement solutions to expedite resolution
-Software: Install/configure/uninstall computer software as required. Maintain software license compliance by only installing approved software.
-Ticket Administration: Manage, maintain and close support tickets in Computer Associates USD system. Ensuring that all support tickets are updated to show progress in completing the support request.
-Computer Maintenance: Proactively manage support clients computers to ensure that they operate at peak performance. Microsoft patches, Antivirus scans, spyware removal, etc.
-Asset Management: Maintain/manage computer inventory at supported sites. Computer inventory to be maintained throughout the life cycle of the asset (purchase through disposal)
-Documentation/Training: Provide end user training and create job aids as required. Create/maintain support procedure used by the Service Desk Delivery team
-Teamwork: Effectively collaborates with Service Desk Delivery staff, IT support staff and supported business users to deliver project and for general support activities
-Infrastructure Support: Act as an extension of the Infrastructure team to provide hands on network and server support as requested by the Infrastructure team at client sites
-Travel: Ability to travel locally to go on clients’ sites on a daily basis and occasionally up to 85 miles each way

Mandatory qualifications:
-5 to 7 years of experience in an IT support or technical environment
-Excellent written and oral communication skills
-Excellent troubleshooting skills
-Ability to identify and manage tactical priorities
-Ability to decipher ticket urgency and priority at a tactical level
-Ability to resolve level 3 hardware/software issues
-Assist in identifying process and procedural improvements
-Advanced Knowledge of Windows Operating Systems: Windows 7,Windows 10
-Advanced Knowledge of Microsoft Office suite of products, with primary focus on Outlook, Excel, PowerPoint and Word
-Advanced Knowledge of MS Active Directory Management Tools
-Advanced Knowledge of Microsoft Deployment Tool Kit (MDT)
-Basic understanding of ITIL Foundational Concepts

Desired Qualifications:
-Bachelor’s degree desirable (or equivalent 5-7 years’ work experience)
-Successful experience in working with customers to develop effective solutions to complex technical problems
-MCSE, Network +, A+, ITIL foundation, ACM certifications
-Knowledge of CA Technologies – USD Tracking system
-Proficiency in KACE asset management and Kaspersky Anti-Virus deployment and administration
-Expertise in Dell hardware procurement and deployment

Service Desk Manager - Buena Park, California

Calance is looking for an individual to manage the delivery of Service Desk services, dealing with external/internal customer enquiries and incidents. To manage the performance of Level 1-3 services and support to clients (internal & external) and ensure that service levels are achieved.  To ensure customer expectations are met or exceeded. Individual will be responsible for standardization of processes and establishing a framework to track performance metrics. Responsible for ensuring that staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed and protocol observed to provide effective customer service and meet requirements through an ITIL framework.  Ensure incidents are logged accurately and timely and passed to second line support teams, manage ticket systems, and be responsible for customer communications for service alerts and maintenance.  Possess excellent communication and organization skills within a rapidly changing technology and business needs landscape.  Have a strong sense of urgency for client issues, especially for major outages and critical business events and initiatives.

Responsibilities:

• Day-to-day Management of First line technical service desk to respond to internal/external customer incidents and queries via email and phone.
• Experience with modern ticketing systems, ServiceNow, SysAid, ZenDesk.
• Evaluation, implementation and migration to a new ITSM solution
• Maintain ongoing communication of incident updates to customers provided by 2^nd and 3^rd line support teams.
• Ticket management of Incidents, Problems, Change and New Requests; manage and coordinate urgent issues and act as escalation point for all incidents and requests. Determine root cause of issues and communicate appropriately to internal and external customers.
• Maintenance schedules through the maintenance calendar and tasks.
• Direct line management of a team of up to 15 employees.
• Manage process for communicating outage/emergency activities to the organization.
• Ability to compose and provide data and reports as needed.
• Monitor and manage phone and email queue.
• Develop an effective and workable ITIL framework for managing and improving customer support in organization. Advise management on situations that may require additional client support or escalation.
• Escalation may involve out of hours’ support via phone or email.
• Train, coach and mentor Service Desk Operations Specialists including career development. Oversee staff activities.  Schedule employees working times and provide backup support.
• Interact with internal and external customers.
• Ensure that customers receive timely updates on incidents.
• Maintain a calendar of maintenance requests on the network, data center, exchanges and internal changes. Ensure communications to customers with appropriate information.
• Maintain the incident ticket database, ensuring incidents are set to the correct priority and are within SLA for response and resolution.
• Maintain ticket updates with accurate notes on current status.
• Escalate to 2^nd and 3^rd line support teams, inform senior management teams of P1/P2 incidents.
• Document internal time lines for resolved incidents.
• Maintain accurate contact databases and records.
• Attend and participate in weekly/monthly meetings as required.

Mandatory Qualifications and Experience:

• Drive to deliver outstanding customer service
• Excellent follow up skills
• Willingness to learn and develop new skills
• Dedicated and able to work to deadlines
• Able to work both as part of a team or under own initiative
• Able to take responsibility for own actions and performance
• Have a positive attitude to customer problems and incidents in a high pressured environment
• Proven track record as a Service Desk Manager, preferably experience of managing an outsourced Service Desk
• Prior experience of working with external clients
• Excellent written and verbal skills
• The ability to multitask across multiple incidents
• Understanding of SLAs
• Ability to follow process and procedures accurately and without fail
• Working knowledge and experience with a managed service provider
• Experience with Data Centers and IT Service Management (ITSM)
• Experience/understanding of ITIL methodology
• Degree in Computing and/or IT discipline (or equivalent experience)
• Understanding of IP networks traffic, firewalls, routing, etc.
• Good knowledge of Word, Excel, Outlook and other office applications
• Experience of working in complex, high pressured environments within a 24-hour service structure