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 and Software deployments
- 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:

- 1 - 3 years experience.
- 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.
- Must have a flexible schedule. Shift(s) will be Monday 2nd shift, Tuesday 1st shift, Wednesday 2nd shift, Thursday 1st/2nd shift, Friday 1st shift, and some weekends. Times are subject to change.

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.