Title: PC Support Specialist

Wage/Hour Status: Exempt

Immediate Supervisor: Technology Services Manager

Pay Grade: Per Compensation Manual

Dept/Campus: Technology Services/ESC

Days Employed: Per Compensation Manual


POSITION SUMMARY:

• Provide a single point of contact for end users to receive support and maintenance within the organization’s desktop computing environment (includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance)
• Troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required

QUALIFICATIONS:

• College degree or Technical College degree in the field of computer science and/or 2 years equivalent work experience
• Certifications in PC repair
• Excellent technical knowledge of PC and desktop hardware and software
• Hands-on hardware troubleshooting experience
• Extensive equipment support experience with Windows OS and PC hardware
• Working technical knowledge of current protocols, operating systems, and standards
• 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
• Ability to present ideas in user-friendly language
• Understanding of the organization’s goals and objectives
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment
• Strong customer-service orientation

MAJOR RESPONSIBILITIES:

• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels
• Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on
• Collaborate with all technicians/network administrators, managers, and help desk personnel to ensure efficient operation of the company’s desktop computing environment
• Where required, administer and resolve issues with associated end-user workstation networking software products
• Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems
• Answer to and perform moves, adds, and changes (MAC) requests as they are submitted
• Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order
• Prepare tests and applications for monitoring desktop performance and then provide performance statistics and reports
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations
• Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal
• If necessary, liaise with third-party support and PC equipment vendors
• Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs
• Write technical specifications for purchase of PCs, desktop hardware and related products
• Develop help sheets and frequently asked questions lists for end users
• Assist in building step-by-step procedures for technology applications and processes
• Provide detailed documentation
• Perform other duties as assigned

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.

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. Work long hours, in shifts, and be on call and willing to work nights and weekends.

EVALUATIONS:

• Performance of this job will be evaluated annually.