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:
-Title of the position in the subject line
-Brief overview of why you'd be a good fit for the position
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.
-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
-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
-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
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.
Mandatory Qualifications and Experience: