PC Support Technician

SUMMARY

The primary purpose of this position is to support and maintain in-house technology equipment and information technology assets. This includes installing, configuring, diagnosing, repairing, and upgrading all organization-wide hardware and equipment while ensuring its optimal performance. The incumbent will also troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.

All activities must support Advantix’s strategic goals and objectives and produce results that accomplish the goals of the overall organization.

ESSENTIAL JOB FUNCTIONS

Primary areas of responsibility and tasks that may typically be expected include but are not limited to:

Strategy & Planning

• Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.
• Documents instances of hardware failure, repair, installation, and removal accurately.
• Assists in developing long-term strategies and capacity planning for meeting future computer hardware needs.
• Supports development and implementation of new computer projects and new hardware installations.
• Maintains up-to-date knowledge of hardware and equipment contracts and supervises contract-based installations.

Acquisition & Deployment

• Conducts research on computer products in support of PC procurement and development efforts.
• Evaluates and recommends hardware products for purchase.
• Writes technical specifications for purchase of PCs, networking hardware and related products.
• Recommends, schedules, and performs PC, hardware, and peripheral equipment improvements, upgrades, and repairs.

Operational Management

• Works with end users to identify and deliver required PC service levels.
• Liaises with and provides training and support to end users and staff on computer operation and other issues.
• Installs, configures, tests, maintains, monitors, and troubleshoots end user workstation hardware, networked peripheral devices, and networking hardware products.
• Installs, configures, tests, maintains, monitors, and troubleshoots associated end user workstation software and networking software products.
• Performs on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
• Receives and responds to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.
• Develops and maintains an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
• Monitors and tests PC performance and provides PC performance statistics and reports.
• Constructs, installs, and tests customized configurations based on various platforms and operating systems.
• If necessary, liaises with third-party support and PC equipment vendors.
• Performs other related duties as required.

BEHAVIORAL COMPETENCIES

Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with sensitive topics and/or irate customers.

Job Knowledge: Exhibits requisite knowledge, skills, and abilities to perform the position effectively. Demonstrates knowledge of policies, procedures, goals, objectives, operational entities, requirements, and activities as they apply to the assigned organizational entity. Uses appropriate judgment & decision making in accordance with level of responsibility.

Customer Service: Understands that all employees have external and/or internal customers that they provide services and information to; honors all the organization’s commitments to customers/residents by providing helpful, courteous, accessible, responsive and knowledgeable customer service.

Interpersonal Skills: Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; establishes rapport when working with others.

Teamwork: Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains friendly demeanor; values the contributions of others.

Results Orientation: Consistently delivers required results; sets and achieves achievable, consistently complies with quality standards, and meets deadlines; maintains focus on organizational goals.

Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to delivering on his/her public duty and presenting oneself as a credible representative of the organization to maintain the public’s trust.

Professionalism: Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions.

EDUCATION, EXPERIENCE, AND/OR CERTIFICATION

• Bachelor’s degree in a computer-related field is preferred, with an associate degree required. A (CompTIA) certification or similar is preferred, with two (2) years of relevant experience required. An equivalent combination of education and experience may be considered.
• Possession of valid Indiana Driver’s License.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JOB COMPETENCIES:

• Hands-on hardware troubleshooting experience.
• Hands-on experience with networking hardware, tools, and configuration.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization’s goals and objectives.
• Self-motivated and directed.
• Attention to detail.
• Analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work in a team-oriented, collaborative environment.
• Strong customer-service orientation.
• Demonstrated prompt, regular work attendance.
• Must be able to travel occasionally.

COMPUTER AND ADMINISTRATIVE SKILLS

To perform this job successfully, an individual should have advanced abilities using computer software such as Microsoft O365 Suite, Google Chrome, and other Cloud-Based applications and should be capable of using internet resources for research and developing reports. Proficient in operating and troubleshooting personal and laptop computers as well as common Microsoft Operating System issues and updates as needed. Ability to learn other computer software programs as required by assigned tasks.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee’s job is intermittently sedentary. Will use some repetitive motion of hand-wrist in using computers. Must have normal range of vision to complete paperwork and review documentation; hearing and speech to communicate with executives, employees, co-workers, vendors, contractors, company representatives, etc., on the telephone and/or in person on a frequent basis.

Work involves the normal risks or discomforts associated with an office environment.