Pc Support Specialist

POSITION SUMMARY
Provides technical support to increase computer user and system efficiency. Investigates and resolves computer user support requirements by answering questions about hardware and software. Installs, modifies, and makes minor repairs to personal computer hardware and software systems, and provides technical assistance and training to system users.


ESSENTIAL FUNCTIONS
1. Responds to telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, or other computer related technologies by answering, evaluating, and prioritizing requests.

2. Determines source of malfunction by interviewing users on the telephone or in person to collect information

about the problem and leads user through diagnostic procedures to determine source of error. Determines probable cause of problem (e.g. hardware, software, network, modem, printer, cables, and telephone) by reviewing procedures and actions taken by the user. Instructs user to perform diagnostic procedures.

3. Analyzes functions, applications, and operations and evaluates existing and proposed solutions. Recommends applicable solutions to resolve problems, minimize "down-time", and/or improve efficiency.

4. Establishes PC performance by installing hardware, software, and peripheral components such as monitors, keyboards, printers, and disk drives. Installs hardware and software upgrades.

5. Monitors network performance by performing preliminary problem isolation and determination and working with appropriate technical areas/staff to resolve problems.

6. Teaches users on effective use of systems by answering questions, interpreting operating instructions, creating user documentation, developing training materials, and providing references. May prepare and give technical presentations on selected topics.

7. Evaluates software and hardware by testing ease of use and applicability. Helps improve programs by notifying programmers or appropriate technical areas/staff of problems and recommending changes.

8. Improves systems, processes, and quality of services by implementing continuous improvement techniques to analyze and identify areas for improvement.

9. Provides updates, status, and completion information to users and team leaders by voice mail, e-mail, or in person communication.

10. Recognizes and performs preliminary evaluation of ergonomics-related issues, including workstation setup and furniture configurations, for any team members they contact.

11. Logs and tracks calls. Maintains history records, related problem documentation and prepares standard reports.

12. Maintains technical knowledge by attending educational workshops and reviewing technical or trade

publications.

13. Supports the team by accomplishing related results as needed. Work assignments may include cross-functional

or project team responsibilities.

Job Requirements:



QUALIFICATIONS

Education and Experience

Trade school course completion, AA, or equivalent external training in computer repair (i.e. Microsoft Systems Certification) which has provided both theoretical and practical knowledge in the field and demonstrated ability to perform the essential functions of the job typically acquired through four or more years of directly related experience; A+ Certification in personal computer maintenance and repair with continuing practical knowledge in the repair field; or, may have a Bachelor's degree in related field (Computer Science, Mathematics, Engineering, Quantitative Methods, etc.) and no prior directly related experience.



Knowledge, Skills and Abilities

Considerable knowledge and understanding of personal computer operations, diagnosis, and repairs including networks (local and wide area), office application software packages, email, and PC operating systems. Thorough

skill proficiency in problem recognition, research, isolation, and resolution of personal computer hardware and software concerns. Ability to apply advanced skills in area of specialization. Ability to implement and effectively

apply continuous improvement methods. Ability to adapt procedures, techniques, and/or processes to meet special needs. Ability to work on assignments that are complex where considerable judgement and initiative is required in resolving problems and making recommendations. Ability to manage several assignments simultaneously through prioritization, impact analysis, and recognition of skill levels required to complete the assignments. Ability to determine methods and procedures on new assignments and provide guidance to other non-exempt or hourly personnel. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to respond to inquiries and to effectively communicate and present information.

Ability to effectively demonstrate team member competencies and participate in goal-setting, performance feedback, and self-development activities.