PC Technician

Position Title: PC Technician

Department:      Information Technology Services

Reports To:      Director of Information Technology Services

Job Number: Salary Grade: Status: Category:

GENERAL SUMMARY:

Provide workstation and on-call IT support services for the College community.

ESSENTIAL JOB FUNCTIONS: -

•       Answer help desk calls.

•       Provide hands-on and remote-controlled workstation support services.

•       Manager hardware and software procurement, deployment and disposal.

•       Resolve calls in the call tracking system; assume primary responsibility for client workstation support.

•       Manage print server queues and network printers.

•       Provide on-call support as needed.

•       Record all support activities for tracking and monitoring purposes.

•       Participate in ITS planning functions.

•       Work with Support Center analysts and senior technicians to understand workstation support needs.   _

•       Responsible for all work in progress assigned to ensure completion of tasks and proper communications with clients.

•       Must be able to work flexible hours.

•       Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

•       Skills and experiences with the use of technology in a business environment, including exposure to Help Desk, data communications and application environments (mainframe, workgroup, and desktop).

•       Exceptional interpersonal, analytical and organizational skills.

•       Strong customer service/customer relations skills.

•       Familiarity with DOS/Windows and Lotus SmartSuite application software.

•       Ability to translate technical terms into non-technical language.

•       Ability to ascertain the criticality of incoming requests and prioritize.

•       Understanding of word processing, spreadsheets, and terminal products to properly diagnose problems.

•       Knowledge of computer terms and acronyms and the ability to learn new processes and procedures.

EDUCATION AND EXPERIENCE:

o      Associates degree in Computer Science or related field from an accredited college or university.

•          Minimum (Three) years of experience in computer support.

e      A+ Certification

•         Desktop support experience

• · PC reimaging experience