IT Specialist (PC Technician) NF3
SUMMARY OF DUTIES
Independently installs and maintains computer related hardware and software, and troubleshoots system problems in support of various Semper Fit & Exchange Services application programs that affect accuracy, reliability, acceptability and timeliness of final work products. Provides analysis and troubleshooting support to users and supports IT Specialists in program analysis, design, development, testing and implementation for applications.
Installs, maintains and troubleshoots PC / LAN hardware to include: CPU’s, monitors, printers, LAN cabling, modems, laptops, switches, hubs, UPS’s, keyboards, mice and other hardware devices. Provides analysis and troubleshooting support to users, staff and field personnel on PC / LAN software to include: MS Windows, Outlook, MS Office, VPNs, Dialup and other software applications. Maintains and tracks asset inventories. Maintains and tracks software library. Creates and maintains Standard Operating Procedures documentation and how to guides. Maintains and updates call center ticket tracking software knowledge base and other related documentation. Creates and administers Active Directory user and email accounts. Provides end user PC / LAN hardware and software support through telephone, email and desk side support utilizing a call center ticket request.
Creates and maintains image library. Unpacks, configures and deploys PCs. Installs and configures Blackberry and other PDA’s. Maintains and distributes mobile computing library. Maintains and distributes projectors. Provides backup and restores operations on user directories. Maintains and supports printers. Initiates contact with internal support groups, commands, field personnel, outside vendors and others for problem identification and resolution.
Provides World Class Customer Service with an emphasis on courtesy. Assists customers and communicates positively in a friendly manner. Asks questions to determine, verify and solve problems. Checks for satisfaction on the quality of goods and services. Takes action to solve problems quickly. Alerts the higher-level supervisor, or proper point of contact for help when problems arise.
Adheres to safety regulations and standards. Observes safe work procedures. Promptly reports any observed workplace hazards, and any injury, occupational illness, and/or property damage resulting from workplace mishaps to the immediate supervisor.
Adheres to established standards of actively supporting the principles of the EEO program and prevention of sexual harassment.
May work a fluctuating work schedule to complete work assignments outside of the typical workweek and work hours in a 365 day, 24 hour, 7 day a week, rotating shift environment.
This is a mixed position where the incumbent must be able to lift and carry objects up to 45lbs independently and objects over 45lbs with assistance.
Bachelor’s Degree from an accredited college or university in Computer Science, Information Technology or a related field appropriate to work of the position, OR an appropriate combination of education and experience that demonstrates possession of knowledge and skill equivalent to that gained in the above, OR three years of relevant computer support experience preferably in a call center or helpdesk environment that demonstrates knowledge of network technologies and concepts.
Equivalent education may be substituted. Ability to demonstrate and discuss knowledge of personal computers, operating systems, network technologies and concepts. Strong PC / LAN hardware and software troubleshooting skills. Knowledge of PC / LAN hardware. Must have A+, Security and Certification or ability to obtain within eleven months. Net+, Microsoft or Cisco certification a plus.
Familiarity with MS Operating Systems and Office Suite and knowledge of ADP equipment, Active Directory, Windows 2000 / XP operating systems, DOS, Outlook, and other standard PC hardware and software. Skill to communicate effectively verbally and in writing, and to make necessary troubleshooting decisions. Unix, wireless and network administration skills a plus. Exceptional customer service and interpersonal skills.