Configuration Technician

About the role

The Configuration Technician is a staff position that provides technical support assisting end-users with new PC setup and reimaging existing machines.

Responsibilities

• Configure PCs for individual clients based on specified parameters.
• Re-image PCs for clients requiring an OS reload.
• Provide technical software, hardware, and network problem resolution to customer end-users in a call center or at a client site, under general supervision.
• Perform question/problem diagnosis and guide users through step-by-step solutions.
• Act as the initial or second-level contact for all end-users requiring technical support.
• Answer help desk phone calls in high call volume situations (approximately once per year).
• Assist less experienced technicians with technical problems.
• Communicate technical solutions clearly and professionally to junior and senior technicians.
• Adhere to defined procedures and policies for resolving recurring tasks.
• Escalate sensitive or complex end-user problems to senior technicians.
• Perform any related work as required.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, scanners, and copy machines.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time; stand; walk; use hands to type, handle or feel; and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Schedule

This is a full-time position. Hours of work and days are typically Monday through Friday in one of the following timeslots: 7:00 a.m. to 4:00 p.m., 8:00 a.m. to 5:00 p.m., or 9:00 a.m. to 6:00 p.m. Occasional deviations from these timeslots might be necessary depending on client or company needs. Use of a personal mobile phone is required for work-related communication.

Travel

Occasional travel is expected for this position.

Requirements

• Intermediate understanding of desktop operating systems, various software applications, and PC/Server/Network hardware.
• Intermediate understanding of principles and theories of network systems and management.
• Intermediate understanding of Internet technologies and products.
• At least three years of technical work experience or equivalent education.
• At least two relevant technical certifications (e.g., A+, Network+, and Security+) or equivalent experience.

Preferred Qualifications

• Two or more years of technical work experience.
• One or more relevant technical certifications (e.g., A+, Network+, and Security+).