PC Technician

RESPONSIBILITIES:

Work with other Support Center analysts and Senior Technicians to understand Workstation support needs. Resolve calls that have been escalated in the Call Tracking system; assume primary responsibility for client's Workstation support; provide hands-on and remote controlled Workstation support services; provide expertise on support services when requested by peers and clients. May be required to create software images; lead/participate in Hardware Hardware and Software procurement and disposal; management of print server queues and network printers. Responsible for all work in progress assigned to ensure completion of tasks and proper communications with clients; provide on-call level-2 support; provide primary Support Center operation (approximately 40 - 80 hours annually) to maintain awareness and enhance operations of Support Center; personally operate support outposts in client area; reconcile client demand for services with available resources; participate in Support Center planning functions; record all support activities for proper measurement of support business.

COMPETENCIES:

Must enjoy solving a wide variety of problems on a continual basis. Skills and experiences with the use of technology in a business environment, including exposure to Help Desk Support, data communications/networks, and application environments (Mainframe, work-group, and desktop). Experience with customer service functions such as Workstation support; demonstrated exceptional organizational skills; familiarity with DOS/Windows and Lotus Smartsuite application software; ability to ascertain the criticality of incoming requests; fundamental understanding of word processing, spreadsheet and terminal emulation products to properly diagnose problems. Ability to translate technical terms into non-technical language; understanding of computer terms and acronyms; ability to learn new processes and procedures.

QUALIFICATIONS:

Associates Degree in Computer Science or related discipline, and at least two, typically four years experience in computer support. Excellent customer service, interpersonal, organizational and communication skills; ability to work in a fast paced changing environment.