Computer Technician & Help Desk

Summary: 

Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining hardware and software throughout Heartland Co-op facilities.

Essential Duties and Responsibilities:  

• Maintains network hardware, software, and telecommunications services such as personal computers, system software, software applications, printers, servers, routers, bridges, switches, modems, cabling. Ability to work with corporate vendors including Internet service providers, hardware and software providers and any other third party company.
• Help with replacement of computer equipment such as terminals, monitors, and printers.
• Effectively support remote users via phone to avoid making unnecessary trips out to locations.
• Effectively support network users in all areas including, but not limited to, their respective user environment, various directory maintenance, teleco, smart phones, and security compliance.
• Maintain IT inventory assets.
• Trains users on basic hardware, software and equipment usage.
• Responds to the needs and questions of users concerning their access to resources on the network and the basic operation of various software programs.
• Communicates with other departments to report and resolve software, hardware, and operations problems.
• Consults with department managers to develop system solutions consistent with organizational objectives.
• Installs and tests software upgrades.
• Able to travel to locations throughout Heartland Co-op.
• Must maintain valid driver’s license and commercial insurability at all times.
• Other duties as assigned by management.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

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.

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include Close vision and Ability to adjust focus.

Lift Level: Medium

Exerting 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly.

Competency:

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills - Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
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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.

Education/Experience:

Associate's degree (A. A.) or equivalent from two-year college or technical school; or two to three years related experience and/or training; or equivalent combination of education and experience.

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.  Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.,) in its most difficult phases.  Ability to deal with a variety of abstract and concrete variables.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Office Suite, basic PC and network communication troubleshooting techniques, basic PC, client and printer configuration skills, a basic working knowledge of PC administration, a basic understanding of maintaining, updating and reloading operating systems, an overall ability to solve problems with little need for assistance.

Certificates and Licenses:

Must maintain valid driver’s license and commercial insurability at all times.

Supervisory Responsibilities:

This job has no supervisory responsibilities.