1. Responsible for software and hardware support.
2. Provides technical advice, guidance and
informal training to customers using hardware and software programs.
3. Troubleshoots and restores routine technical
service and equipment problems by analyzing, identifying and diagnosing
faults and symptoms using established processes and procedures.
4. Performs root cause analysis and develops
checklists for typical problems.
5. Recommends procedures and controls for problem
prevention.
6. Maintains knowledge database and call tracking
database to enhance quality of problem resolutions.
7. Works in a team setting, sharing information
and assisting others with calls.
|
1. Two years of work experience in the
installation, maintenance and technical support of workstation hardware.
2. Or two years’ experience providing customer
service and technical support with Microsoft Office 365 and Windows 7 or
above operating system.
3. Or Technical certifications from workstation
training programs such as CompTIA A+, Comp TIA Net+, and MCDST may be
substituted for 1 year of experience.
4. Or a Bachelor or Associate degree in Computer
Science, Information Technology or closely related field from an accredited
college or university.
|
Intermediate
professional level role. The duties of this position can be broad and will
include
1. Assisting the Workstation Support Supervisor
with troubleshooting computer systems and related software
2. Learning about and providing technical
assistance and routine maintenance of specialized software applications.
3. Providing support for other IT related
hardware devices such as networked printers, smartphones, etc.
4. Providing Tier 2 support of medium to high
difficulty requiring the ability to take ownership of complex issues.
5. Provide advanced troubleshooting to determine
cause of problems.
6. Installs, configures, and provides support,
monitors Service Desk queue and resolves support tickets as assigned.
7. Participates in and coordinates projects,
shares information and receives feedback from other OIT staff as appropriate.
8. Generates and maintains detailed technical
documentation, coordinates service calls and repairs for warranty and
non-warranty items.
9. Provides Audio Visual (AV) and Video
Conferencing (VC) support as assigned. Assists with reserving, setting up,
and troubleshooting of AV and VC equipment.
|
1. Advanced knowledge
of Microsoft products, including operating systems, office suite and outlook
in a networked environment
2. Advanced knowledge
of computer software, hardware, and firmware relative to personal computers,
local area network/wide area network environments
3. Skilled at
installing and providing technical support for software applications,
operating systems and personal computer hardware
4. Ability to do
advanced troubleshooting on various manufacturers of computers
5. Ability to plan,
organize, manage and track projects
6. Ability to
communicate effectively both verbally and in writing
7. Ability to read,
understand, and comply with the department's policies
|
The submitted candidate
must be able to apply common knowledge, skills, and abilities in the following
areas:
1. Initiative:
Must be able to comprehend assignments, organize workload, and meet deadlines
with little direction. Must be able to monitor and analyze situations to
determine the next step.
2. Communication:
Can clearly convey information, in both written and verbal formats, to
individuals or groups in a wide variety of settings (i.e., project team
meetings, management presentations, etc.). Must have the ability to
effectively listen and process information provided by others.
3. Customer Service:
Works well with clients and customers (i.e., business office, public, or
other agencies). Able to assess the needs of the customer, provide
information or assistance to satisfy expectations or resolve a problem.
4. Decision Making:
Makes sound, well-informed, and objective decisions utilizing critical
thinking skills and analysis.
5. Flexibility:
is open to change, new processes (or process improvement), and new
information. Can adapt in response to new information, changing conditions,
or unexpected obstacles. Ability to receive and give constructive criticism
and maintain effective work relationships with others.
6. Interpersonal:
Shows friendliness, courtesy, understanding, and politeness to others
7. Leadership:
Motivates, encourages, and challenges others. Can adapt leadership styles in
a variety of situations.
8. Problem Solving:
Able to identify, evaluate, and use sound judgement to generate and evaluate
alternative actions, and make recommendations accordingly.
9. Team Building:
Encourages, inspires, and guides others toward accomplishing the common goal
as an equal member of the team.
10. Quality Assurance:
Knowledge of ideologies, techniques and tools for quality assurance and
control. The ability to put ideologies, techniques, and tools into practice. |
Your email job alert is now active!