Golden State Water Company is one of the largest investor-owned water utilities in the United States. We deliver quality, reliable water to more than 1 million people in over 80 communities throughout California. Golden State Water has been in business for more than 90 years because we put customers first.
POSITION DEFINITION:
The individual in this position works as part of a “hands-on” onsite team and has the responsibility for resolving complex technical issues affecting the employees of Golden State Water Company. This individual serves as the liaison between the Service Desk technicians and the other technical teams in the Information Technology department and outside vendors, working hand-in-hand with other teams to determine workarounds and final resolutions. The incumbent will be required to create thorough troubleshooting and resolution steps so all IT personnel can quickly understand the problem and implement the solution. This position requires expert-level skills in remote troubleshooting and detailed understanding of the interactions between hardware, software, networking technologies, and security technologies. The IT Technical Administrator will also be responsible for identifying potential efficiency improvements in Service Desk processes and procedures. The individual will research, identify, and evaluate new or replacement hardware and software for the Company. The individual in this position reports to the Service Desk Manager.
Summary of Key Responsibilities
• Leads IT Tiger Team for outages and major issues and report progress updates to the IT Director.
• Independently troubleshoots complex problems to determine usable workarounds for production environments, conducts detailed root cause analysis, and provides long-term resolution.
• Participates in technology projects – gathers requirements, designs possible solutions, presents solutions to management for review/refinement and approval, provides estimates as requested, configures systems according to specifications, writes and executes test plans, creates change management documentation, implements solution as approved, validates and creates/updates documentation.
• Recommends, designs, and deploys new technologies as well as develops best practices; conducts knowledge transfer and mentors other team members.
• Documents configuration baselines, technical modifications, and operational procedures for IT support staff.
• Plans and implements network wide client operating system upgrades.
• Establishes and maintains computer imaging standards.
• Applies extensive knowledge of information technology and associated methods to attain project and/or business unit objectives. Oversees group projects to ensure timelines are met.
• Evaluates and recommends appropriate standard hardware products including laptops, desktops and printers. Works with customers to assist in the selection of non-standard computer systems to fit their needs and work well within the environment.
• Participates in Change Management practices, coordinates with IT teams and business colleagues to ensure timely and error free application upgrades.
• Maintains written documentation of system architecture, technical processes, vendor contacts, and licensing details.
• Conducts packet capture and analysis; capable of reporting results using non-technical language.
• Participates in Disaster Recovery planning and testing.
• Manages technology platforms
o Identity and Access Management
o Active Directory and Azure Active Directory
o Group Policy
o MS Azure/Microsoft365
o Web Conferencing (i.e. Zoom/WebEx)
o Security Platforms, including
? Endpoint Protection
? Application Control
? Privileged Access Management
• Provides Service Desk phone and email support as needed, and provide after hours, 24x7 on-call support utilizing a Company provided smartphone, as required.
• Instructs and educates internal customers on how to use computer hardware and software more productively.
• Other related duties as necessary to support Company goals and objectives.
EDUCATION AND EXPERIENCE REQUIREMENTS
• BS/BA in Computer Science or related discipline.
• A minimum of 10+ years providing Desktop Support/Service Desk Support and Systems Administration.
• Ability to work and make decisions independently.
• Experience in identifying, removing, and protecting against malware.
• Well-versed in overall systems administration; including security, change management, event monitoring, software distribution, automation strategies, troubleshooting, job scheduling, scripting, group policies, etc.
• Familiarity with office automation software (Microsoft – legacy and cloud, etc.).
KNOWLEDGE AND SKILL REQUIREMENTS
• Outstanding customer service skills.
• Ability to prioritize tasks and adjust quickly as support needs change.
• Very strong troubleshooting skills a must.
• Able to utilize “out of the box” creative problem solving skills
• Ability to lead a multifunctional technical team through complex problem resolution.
• Must be able to translate business requirements into technical solutions.
• Must possess excellent problem solving skills and analytical abilities.
• Extensive knowledge of desktop networking (wired and wireless), and network troubleshooting skills.
• Outstanding written and verbal communication and interpersonal skills.
• Experience with network monitoring solutions (ex.: Solarwinds, Nagios)
• Expert in troubleshooting network Layers 1 through 7 of the OSI model.
• Demonstrated expertise in the following areas – Technical leadership and mentoring; systems design/architecture; Windows server 2016/2022; DNS, DHCP, WINS, and TCP/IP; PowerShell scripting; System monitoring software; System security, MDM, , MS O365 Admin for Exchange/SharePoint Online.
Requires some travel to other locations. Must possess a current and valid Driver License.
HIGHLY DESIRABLE SKILLS
• Ability to develop project plans, track resources, dependencies, budget and due dates for successful project implementations.
• Experience working with VMware or other similar technology.
• Certifications: CompTIA+, Cisco Certified Network Associate, Microsoft Certified Solutions Associate (various areas), ITIL Intermediate, CompTIA Project+, or appropriate equivalencies.
• Experience working with and/or administering ServiceNow a plus.
• Familiarity with security tools such as endpoint protection suites, application whitelisting, web filters, etc.
• Solid understanding of network technologies/concepts (including VPN).
• Experience with smartphone (Apple) and tablet (iPad) support.
• Knowledge of meter reading (AMR/EMR) systems helpful.
• Experience utilizing or supporting Oracle JD Edwards, CC&B a plus.
• Working knowledge of web conferencing.
QUALITIES OF A SUCCESSFUL PROFESSIONAL IN THIS POSITION
• Ability to work well with others.
• Ability to prioritize tasks.
• Ability to be flexible on “in office” work hours.
• Energetic and self-motivated team player with ability to work effectively and cooperatively with project and infrastructure teams.
• Flexible, thoughtful, accountable, approachable and passionate about work.
• Passion for customer service support with a sense of urgency and a ‘can-do’ attitude.
• Trustworthy; strong personal integrity; emotional maturity.
• Demonstrates strong level of accountability and ownership.
• Executes with discipline and urgency.
• Collaborative/team oriented.
• Exhibits professionalism with internal and external contacts.
• Organized with strong attention to detail and time management.
• High degree of initiative; self-starter.
May include but not limited to standing, climbing, walking, lifting, bending, pulling and/or pushing, grasping, reaching, stooping and crouching, sitting, typing, walking, reading, writing, color determination, speaking and listening for extended periods of time. Must be able to lift up to 35 lbs. without assistance, up to 90 lbs. with assistance.
BENEFITS
Our Company supports our employees with rich benefit programs and resources to help them thrive today and prepare for tomorrow. Benefit options include medical, dental, and vision plans with the Company currently paying 85% of the monthly premium for employees and their eligible dependents. We also offer paid vacation and sick time and twelve Company paid holidays per year. To help our employees plan for the future, we offer both a 401(k) retirement plan as well as a Defined Contribution Profit Sharing retirement plan. Additional benefits include life, AD&D, and LTD insurance as well as health savings account and flexible spending plans.
COMPENSATION INFORMATION
The compensation range provided is in compliance with state specific laws. Multiple factors are used to determine the actual starting rate of pay for all of our positions, including specific skills, years of experience, education, certification(s), and other job related factors.
The responsibilities of this position will involve access to information that may be considered confidential, private and sensitive. Therefore, the individual filling this position will be required to both allow and pass a background check.
NOTE: Reasonable accommodations will be made to enable individuals with special needs to perform the essential functions.
