Endpoint Support Technician

Job Title: Endpoint Support Technician
Location: on-site in Sacramento CA - Local Required
Duration: 6 months
Interview Mode: video

Job Description:


1.1. SCOPE OF WORK:
SMUD is seeking ONE experienced technician to provide IT operational support in areas within
IT Platform Services and daily operational duties.
The following components will be included in the proposed Task Authorization:

• Perform computer user data and software inventory services
• Perform Audio/Visual support/troubleshooting for Board and Committee meetings (after
5pm)
• Provide computer technical hardware & software assistance
• Perform conference room support services
• Perform committee and board meeting support
• Complete assigned tasks in ServiceNow Ticketing System
• Provide White Glove technical service to C-Suite staff

Mandatory Requirements
• Minimum 2 years of experience in IT operations support.
• The selected candidates must be physically able to perform the duties of the position and
MAY be required to pass a SMUD medical examination and Fitness for Duty screening.
• The selected candidate must be available to work on site at SMUD office locations. Some
remote work may be available during the contract.
• The selected candidate must be available to work on site at SMUD HQ after 5pm on pre
scheduled dates. This is in support of Committee and Board meetings where prep starts at
5 PM and A/V support/troubleshooting can continue to midnight or later.


Technical Requirements
• Work Delivery - Ability to work with minimal direction, yet also work in a team environment.
• Physical Duties - Ability to lift up to 50lbs.
• Report to Supervisor, IT Platform Services.
• Install, maintain, diagnose and prepare computer hardware, printers, plotters, and related
peripheral equipment with Microsoft software products in a networked environment.
• Diagnose, research and resolve computer issues.

Desirable Qualifications
• CompTIA


Assumptions
The contractors(s) will be responsible for:
• Maintaining client support during SMUD business hours and after hours (5p up to
midnight) on pre-scheduled dates.
• Ensuring ServiceNow tickets assigned to the contractor are processed and completed.
• Being available onsite for meetings and to facilitate the gathering of requirements,
documentation, and perform all aspects service contract duties, etc.
• SMUD Training - SMUD Staff will train the initial start-up contractor with the needed job
functions. Once the initial contractor is trained, the contract staff will be expected to train
any contract staff that will be working on the support contract.
• Contractor Training - Provide training to contract staff that will be working on support
contract. Training is to be provided in a train the trainer approach accompanied by full
documentation of all processes and procedures of the support contract.
• Contractor''s work schedule will fall between 7am and 11:59pm Pacific Time, with work
hours to be agreed with immediate Supervisor.
• The contractor is expected to be onsite
• When submitting resume/proposal, please include answer to this question in your email
submission. Is proposed candidate currently a member of or retiree from CalPERS?
• The resource working on this task will have strong communication, written and
collaboration skills, with the ability to communicate highly technical information to project
team both verbally and in writing.
• If requested, the awarded vendor will provide SMUD with resumes and hourly rates for
replacement leased employees meeting the task requirements, at least one month before
current resources reach the end of task date. Only SMUD-approved replacements may be
assigned. SMUD reserves the right to reject replacements or cancel the task at any time
for any reason.