Technical Support

Position Summary

The Technical Support position provides superior customer service to meet the desktop and mobile technology needs of end-users. Technical Support is responsible for installing, diagnosing, repairing, maintaining, and upgrading all end-point hardware and technology-related equipment. They ensure optimal device performance and maintenance. Technical Support also repairs and modifies end user hardware and software.

Essential Responsibilities

• Provide best-in-class customer service to meet the desktop and mobile technology needs of end-users.
• Quickly respond and utilize problem-solving skills to resolve escalated requests from the Service Desk regarding Endpoint issues/needs via telephone, email, and desk-side support.
• Work directly with end users and supervisors to resolve specific problems identified. Take ownership of and accountability for technical issues while maintaining a high level of client satisfaction through effective communication and prompt resolutions.
• Troubleshoot desktop operating systems and application problems using internal guides and materials, online research, or by contacting vendors.
• Cook up with other IT staff to ensure prompt resolution and appropriate hand-off; troubleshooting, and diagnosis of issues.
• Determine the root cause of problems through analysis and problem-solving activities.
• Document, track and monitor requests/problems and actions per defined processes, ensuring timely resolution and end-user satisfaction.
• Proactively manage and maintain all end-point devices and software.
• Ensure the end point devices comply with standards on all appropriate patches and updates.
• Review and maintain proper software inventory technical documentation.
• Maintain appropriate procedure documentation.
• Execute and/or support the imaging, installation deployment or troubleshooting of desktops, laptops, mobile devices, operating systems, application software, printers and peripherals.
• Install and configure desktop operating systems and applications.
• Install, configure, and troubleshoot new and replacement end user hardware: computers, monitors, peripherals, and mobile phones.
• Participate in development of procedure documentation, project implementation, and other tasks as assigned.
• Aid in the research, planning, implementation, and integration of new technologies and equipment.
• Aid in the development and implementation of procedures and policies for all cooperative IT operations.
• Work with other IT staff to address critical tasks.
• Perform all other duties as assigned by IT management.

Organizational Competencies

• Safety
• Integrity
• Teamwork
• Innovation
• Reliability

Job Competencies

• Action Oriented
• Approachable
• Customer/Member Focused
• Functional & Technical Skills
• Self-Development Goals and Objectives

Education and Training

• A two-year degree in computer science or other related area or equivalent combination of experience and education.
• Experience preferred with CompTIA, A+ or Microsoft Certified Desktop Support Technician (MCDST) certifications.
• To be considered for a level II or higher requires a minimum of 5 or more years directly related experience.

Proven Ability

• To effectively interact with end-users in identifying and resolving technical issues, while maintaining an appropriate level of professionalism and composure.
• To interact with end-users of varying skill levels and to provide appropriate training and assistance.
• To experience preferred with Windows Operating Systems, Microsoft Office applications.
• To experience preferred with iOS mobile device management.

Highly Skilled in

• Installing, repairing and troubleshooting computer hardware and peripherals.
• Able to manage time and priorities effectively.
• Able to work efficiently with minimal supervision.
• Proficient in working with end-users remotely.
• Excellent analytical and problem-solving skills.

Physical and Mental Demands

• While performing the duties of this position, the incumbent is primarily required to sit, stand, walk, stoop, bend and frequently utilize a keyboard/computer.
• Specific vision abilities include close vision, peripheral vision, depth perception, distinguish colors, and the ability to adjust focus.
• Mental demands: While performing the duties of this position, the incumbent will be required to problem solve, read, write and analyze data, work under schedules and deadline pressure, present information to others, work independently and use discretion and judgment for confidential or sensitive projects/issues.
• Work Environment: While performing the duties of this position, the employee is exposed to an office environment indoors, and will travel outdoors to multiple locations dependent on work.