Customer Support Technician

Scope of Services:

Responsible for Tier I software and hardware support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application, hardware and software problems.

Education:

Associate’s or Bachelor’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.

Experience:

Typically has 1 to 2 years of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills.

Primary Job Duties/ Tasks:

The submitted candidate must be able to perform the following duties and/or tasks:

1. Provide computer support for breaking down and setting up computers, monitors, printers, phone etc... 2. Documents work performed and resolution(s). Identify, analyze and resolve problems and issues through the use of troubleshooting tools and techniques as well as teamwork. 3. Provides high level of customer service by providing status and information to the customer. 4.Performs advanced troubleshooting to determine cause of problem. 5. Installs, configures and provides user support of personal computers and peripheral equipment to include software installation and upgrades, patches and advanced technical support within specified time frame. 6. Works with staff on issues outside their areas of responsibility as needed. 7. Provides Tier I advanced support for other Technicians as needed or assigned. 8. Oversees, coordinates, and/or participates in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc. 9. Provides support for software applications such as Microsoft Operating Systems, Microsoft Office Suite, various off the shelf and Department developed applications, as needed or assigned. 10. Provide facts to facilitate the team's decision making process and to achieve the team's goals. 11. Shares information and receives feedback from other OIT staff as appropriate. 12. Generates and maintains detailed technical documentation including software installation guidelines, troubleshooting processes, etc. 13. Provides Audio Visual (AV) and Video Conference (VC) support as assigned.

Job Specific Knowledge, Skills, and Abilities (KSAs):

The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas:

1. ADVANCED KNOWLEDGE OF MICROSOFT PRODUCTS, INCLUDING OPERATING SYSTEMS, OFFICE SUITE AND OUTLOOK IN A NETWORKED ENVIRONMENT. 2. ADVANCED KNOWLEDGE OF COMPUTER SOFTWARE, HARDWARE, AND FIRMWARE RELATIVE TO PERSONAL COMPUTER, LOCAL AREA NETWORK/WIDE AREA NETWORK ENVIRONMENTS 3. SKILLED AT INSTALLING AND PROVIDING TECHNICAL SUPPORT FOR SOFTWARE APPLICATIONS, OPERATING SYSTEMS AND PERSONAL COMPUTER HARDWARE 4. ABILITY TO DO ADVANCED TROUBLESHOOTING ON VARIOUS MANUFACTURERS OF COMPUTERS 5. ABILITY TO COMMUNICATE EFFECTIVELY BOTH VERBALLY AND IN WRITING 6. ABILITY TO READ, UNDERSTAND, AND COMPLY WITH THE DEPARTMENT'S POLICIES, PROCEDURES, GUIDELINES, AND PRACTICES RELATING TO DESKTOP STANDARDS.