PC Technician - Workstation Support

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 clients 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.
- This position is First Shift

SKILLS:

Associates Degree in Computer Science or related discipline, and at least 10 years experience in Desktop Support. Excellent customer service, interpersonal, organizational and communication skills; ability to work in a fast paced changing environment. 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.