CLASS SUMMARY:Incumbents provide technical support and problem solving to end users across both applications and hardware solutions and serves as the administrator for all software and applications. Responsibilities may include identifying and correcting routine issues with hardware and software; monitoring and responding to IT related inquiries; purchasing equipment; installing hardware and software; providing direction to users in the appropriate use of hardware and software and various applications; formatting and loading operating systems; and recommending hardware and software to users.

Example of Duties

TYPICAL CLASS ESSENTIAL DUTIES: (These duties are a representative sample; position assignments may vary.)

1. Provides technical support to end-users by responding to questions and/or troubleshooting regarding hardware and software malfunctions or proper use.
2. Installs and troubleshoots hardware, software, and operating systems; prepares computers for new employees/users, to include what applications and security to prepare for use; ensures security for all computers and mobile devices, to include maintaining inventory and reclaiming equipment from separating employees.
3. Prepares and configures laptops/workstations which includes formatting and loading operating systems and any required software or applications.
4. Instructs end users on hardware and software use; recommends hardware and software for end-user needs; researches and recommends software for all departments across Millan Enterprises.
5. Maintains records of activities and prepares operational reports; provides upper management with data analytics and related reports.
6. Performs other duties of a similar nature or level, as assigned.

Typical Qualifications

TRAINING AND EXPERIENCE (positions in this class typically require):

High School Diploma or equivalent (G.E.D.) and four years help desk and/or technical repair experience; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

Supplemental Information

LICENSING REQUIREMENTS (positions in this class typically require):

Licensing Requirements:

• Valid Drivers License.

KNOWLEDGE (position requirements at entry):

Knowledge of:

• Applicable hardware, software, and peripheral equipment;
• Customer service principles;
• Diagnostic analyzer tools and equipment;
• Basic training techniques;
• Record keeping principles;
• Knowledge of Rent Manager, Google G-Suite and Microsoft Office strongly preferred.

SKILLS (position requirements at entry):

Skill in:

• Troubleshooting and repairing hardware, software, and operating systems;
• Customer service principles and practices;
• Utilizing diagnostic analyzers and related equipment and tools;
• Installing hardware and software;
• Providing end-user support;
• Communicating technical information to a non-technical audience;
• Maintaining records;
• Communication, interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction

PHYSICAL REQUIREMENTS:

Positions in this class typically require: reaching, standing, walking, fingering, grasping, feeling, talking, hearing, seeing, and repetitive motions.

Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or negligible amount of force constantly to move objects. If the use of an arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.

Incumbents may be subjected to moving mechanical parts, electrical currents, workspace restrictions, and