Summary:

Configure and install computer hardware, printers, peripherals and operating system software. Provide technical support to users with questions, requests, or Level 1 troubleshooting problems relating to computer software, desktop operating systems, hardware and related peripherals. The Computer Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

• What You'll Be Doing:

  • Move, configure, install and test to ensure basic functionality of desktop computers, check-out laptops, printers, scanners, and other computer peripherals, as well as video-conferencing and other A/V equipment
  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner
  • Act as initial point of contact for users with questions, requests, or Level 1 troubleshooting problems relating to computer software, desktop operating systems, hardware and related peripherals
  • Assist in implementing software and hardware projects, pilot tests, and roll-outs
  • Log all equipment moves and approved reassignments in the hardware inventory database.
  • Log all support incidents and user requests in KACE tracking system on a timely basis, and use the system to record, track, and document the help request problem-solving process; including all pertinent end user identification information, successful and unsuccessful decisions made, and actions taken, through to final resolution
  • Perform light network administration and troubleshooting, including installation, verification and removal of jack-to-hub connections and troubleshooting and replacement of physical network components such as cables, network interface cards, and Ethernet devices
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
  • Install anti-virus software
  • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
  • Telecom system support, including installation, setup, troubleshooting, and basic adds, moves, changes and button assignments
  • Apply diagnostic utilities to aid in troubleshooting Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
  • Test fixes to ensure problem has been adequately resolved
  • Perform post-resolution follow-ups to help requests
  • Assist in developing help sheets and frequently asked questions lists for end users
  • Understand company-wide escalation rules, procedures and staffing for support incidents, and escalate accordingly
  • Work with peers and supervisor to develop recommendations for streamlining procedures, standardizing hardware and software configurations, improving training and user communications, and otherwise reducing the volume and difficulty of support incidents
  • Maintain department standards for attendance, coverage (including lunch and off-hours), customer service attitude, and volume and effectiveness of problem resolution
  • Identify and learn appropriate software and hardware used and supported by the organization
  • Other duties/responsibilities as assigned by Team Leader

• What Would Make You a Great Fit:

  • College diploma or university degree in the field of computer science or equivalent work experience in a related field is required
  • Knowledge of basic computer hardware.
  • Experience with desktop and server operating systems, including Windows XP, Windows7
  • Extensive application support experience with Microsoft Office Suite 2003 and higher.
  • Good understanding of the organization’s goals and objectives.
  • Exceptional written and oral communication skills.