- Provide Helpdesk support and respond to user requests for assistance on all agency computers, including hardware and software.
- Ensure all tickets are triaged and resolved within the agreed-upon service level agreements (SLAs).
- Primary support, maintenance, report generation, query development, and training for NBRC's client database (SANDIS) and operational duties required to maintain NBRC's AS/400 computer.
- Provide 2nd tier support for IT Technicians 1 and 2, and develop and maintain documentation and knowledge-base articles to assist in the resolution of common issues.
- Escalate complex issues to the IT Supervisor, as necessary.
- Design, configure, and maintain network infrastructure, including LAN, WAN, VPN, and wireless networks.
- Monitor and optimize network performance, security, and reliability.
- Install and configure network hardware, software, and applications, including routers, switches, firewalls, and servers.
- Manage network user accounts, permissions, and access rights.
- Troubleshoot network issues and provide timely solutions to minimize downtime.
- Ensure compliance with security policies, procedures, and regulations.
- Monitor and evaluate network traffic, usage, and capacity to identify potential areas of improvement.
- Collaborate with IT teams and other departments to ensure efficient and effective use of network resources.
- Maintain documentation of network configurations, equipment, and software.
- Make recommendations for system upgrades and setup of end-user systems and network equipment.
- Maintain security by monitoring all systems for potential vulnerabilities, identifying risks, and taking action for mitigation.
- Troubleshoot technical issues such as email delivery failures or authentication problems.
- Address user requests for assistance with issues pertaining to their accounts, including password resets for all systems.
- Provide support for mobile devices that use Office 365, including Android phones and iPhones.
- Troubleshoot problems with hardware or software that are used in conjunction with agency printer networks.
- Perform daily operations of monitoring, maintaining, and securing agency backups for all systems, including IBM Power 8.
- Provide training to users on the effective use of Office 365.
- 3-5 years of experience in network administration or a related field.
- Strong knowledge of network protocols, including TCP/IP, DNS, DHCP, and SNMP.
- Experience with network routers, switches, firewalls, and VPNs.
- Experience with network monitoring and troubleshooting tools
- Experience with security protocols and best practices, including firewalls, intrusion detection systems, and VPNs.
- Excellent communication and teamwork skills.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Ability to provide personal automobile transportation, or access to another form of reliable transportation, during and after working hours. Provide minimum automobile liability insurance as required by California Law.
- This position will be primarily based in the office, however, remote work may also be available.
- CalPERS Retirement Plan
- CalPERS Medical Insurance Plans, with generous employer contributions
- Dental Insurance, with zero cost for employee-only coverage
- Vision Insurance, with $5/month employee cost share for employee-only coverage
- Flexible Spending Accounts for Medical and Dependent Care
- 100% Employer Paid Life Insurance
- Generous vacation and sick accrual policies
- Employee Referral Reward Program
- 15 Paid Agency Holidays/year
- CalPERS 457 Supplemental Retirement Plan
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Network IT Technician III - Napa, United States - North Bay Regional Center
Description
Company Overview:At North Bay Regional Center we believe that all people with developmental disabilities should have the same opportunities as are available to all other citizens. As one of the 21 nonprofit Regional Centers throughout California, we offer a comprehensive program supporting the needs of our communities, provided by driven and passionate employees who ensure that we achieve our goals daily.Who We Serve:North Bay Regional Center provides advocacy, services, support, and care coordination to children and adults diagnosed with intellectual and developmental disabilities and their families in Napa, Sonoma, and Solano counties.
We partner with community-based organizations and agencies to empower our clients to thrive and live as independently as possible within the geographically, culturally, and ethnically diverse communities we serve.
Diversity, Equity and Inclusion:North Bay Regional Center (NBRC) staff, vendors, Board of Directors and the community have been working diligently to understand and reduce service disparities that affect the day-to-day lives of our consumers and their families, with a goal of evolving into a more culturally competent local service system that effectively promotes diversity, equity, inclusion, and belonging. We believe it is critical to our success as an agency to learn from each other and grow together.
Are you passionate about providing support and caring for individuals with developmental disabilities? Are you looking for an organization where we help our clients achieve their goals and dreams? North Bay Regional Center is a nonprofit private corporation that contracts with the Department of Developmental Services to coordinate services and support for individuals with developmental disabilities. At North Bay, we're promoting opportunities by supporting choices for people with developmental disabilities.
North Bay Regional Center serves over 10,000 people living within the geographic boundaries of Napa, Sonoma and Solano counties. Guided by our NBRC Mission and Values to assist people with developmental disabilities to obtain the services and supports needed to live as others do in the community, NBRC has established Strategic Goals to guide our efforts in focused areas: employment, independence, community access and family support.
NBRC is committed to being a culturally and linguistically competent agency, striving to provide the services that our diverse clients and families need in their unique circumstances. We also value the contributions that our diverse staff bring to the agency.
Definition:Under the direction of the Information Technology Supervisor, the Network Administrator/IT Tech 3 will perform various computer systems support and administration. Nature of Work:Provides coordination, support, and training of end-user and agency systems. Planning, implementation, and maintenance of the Regional Center's Local Area Network (LAN) and Wide Area Network (WAN) infrastructure, including hardware, software, telecommunications systems, and IBM mainframe. Manages Helpdesk tickets, resolves escalations, and provides 2nd tier support for IT Technicians 1 and 2. Provides support for systems Tech Refresh, Onboarding and Offboarding activities for new/exiting employees, and tracking of department inventory and supplies. Manage and resolve incoming support requests and maintain a high level of customer service. This position will require regular travel within Sonoma, Napa and Solano Counties and may work outside of normal business hours.
Duties and Responsibilities:
The above list reflects the general duties considered necessary to describe the principle functions of the job identified and shall not be construed as an exhaustive list of all the work requirements that may be inherent in the job.
Minimum Education and Experience:Bachelor's degree in computer science, information technology, or a related field with certifications.
Equivalent to graduation from high school with a minimum of 5 years of network administration experience with additional relevant courses and certifications
Special Requirements:
This position will require regular travel within Sonoma, Napa, and Solano Counties and may work outside of normal business hours.
Benefits:At NBRC, we offer our employees a comprehensive benefits package, including:
Job Type: Full-time
Salary: $66, $88,620.00 per year
Please visit our website, to learn more about North Bay Regional Center
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