PC Support Technician (PST) A PST is responsible for performing tasks which require touching the desktop. Given that this position physically interfaces with the customer, a professional, courteous demeanor is required in all circumstances.
PST must possess excellent communication skills including verbal, written, and telephone etiquette. Above average ability to interpret, analyze, troubleshoot and resolve technical problems. Must be decisive, conscientious and interact well in a team environment or training capacity. Have a strong desire to learn and be able to follow policies and procedures. Demonstrate the ability to work well with a minimal amount of supervision. Must have a strong working knowledge of and experience with computer hardware, software and peripheral devices in a diverse environment. Provide a high level of interfacing with co-workers, and communicate effectively with the clients, IT personnel and management.
Customer Service: Provide direct customer service and technical support to users as required via phone, e-mail, fax, on-line systems and in person.
Provide professional and personal assistance to clients in answering inquiries, locating information and analyzing technical requirements
Provide prompt responses to users for problem resolution
Responsibilities include informing users of pertinent network information including planned network downtime
Technology: A PST’s main technology emphasis should be to:
Maintain skill set required to do job
Maintain an awareness of trends within the technology industry
Install/configure network printing devices
Install, configure and maintain network applications and application distribution systems
Ensure system security in compliance with customer policy including virus protection
Implement and maintain network standards and guidelines
Utilize enterprise tools sets such as Remedy, CA Unicenter Network & Systems Management, Active Directory, etc.
Configure and install new PCs, installation of needed peripherals and software, and physical attachment of PC to network.
Install and maintain peripheral equipment, such as printers, modems, scanners, etc.
Perform other hardware and software tasks as assigned
Various network/operating system environments; examples: Unix, Microsoft Windows XP, Windows 7, Microsoft Exchange, Microsoft Office Suite products; or customer defined application suites.
Microsoft MCP or other entry level desktop OS
Security + and MCITP Desktop certification required
Customer Service Training PC Support Technician II (PST 2)
Leadership/Direction: Activities will be directed, monitored, outlined and supervised by a more senior PST or lead. Follows standard work methods on recurring assignments and receives instructions on unfamiliar assignments. Technical adequacy of routine work is reviewed on completion; non-routine work may also be reviewed in progress. Assists with lower level on-the-job training. A PST 2 will be responsible for training PST 1 in the following skills required to complete their tasks:
Troubleshooting/repair/maintenance of PC hardware
Use and maintenance of PC operating system
Activities: A PST 2 should be at a more advanced level with regard to desktop operating systems, office applications, hardware installation/troubleshooting and have some knowledge of network operating systems and network hardware. A level II technician will rarely need advice and/or expertise from a higher level technician. A level two technician should be able to diagnose more complex problems. PST 2’s will sometimes participate in special projects and tasks in a technical capacity. All safety policies must be strictly adhered to.
This is a Team ITSS Position with Jacobs Technology. The candidate must have 4 years relevant experience plus an entry level certification, OR 2 years relevant experience plus an entry level certification and an Associates Degree in a Technical Discipline or related field. Security + and MCITP Desktop certification required.
Will require the ability to stoop, squat, reach above shoulder level to install computer equipment. Visiting customer areas throughout various large buildings . The ability to push and pull, as well as lift and carry up to 25 pounds is required. There is a possibility that due to parking availability and location of work area walking moderate to long distances can sometimes be required.
Professional office environment. Work environment may be fast-paced and require work under pressure to meet deadlines associated with the completion of a task. Position will require multiple task efforts. Requires ability to interact professionally with co-workers and all levels of management (100%).
Equipment and Machines:
May operate hand trucks. Requires ability to operate a personal computer, a telephone, copier, and other general office equipment (100%). Ability to conduct evaluation of third and fourth generation or current state of the art computer hardware and software and its ability to support specific requirements, interfacing with other equipment and systems.
Attendance is critical at all times during normal duty hours to maintain continuity of service. Work outside of normal duty hours may be required with as little as one-hour advance notice. Being prompt is important to provide continuous and on-going service to customers. Overtime is infrequent, but important when required (3%).
Other Essential Functions:
Must be able to obtain and retain a security clearance. Must be a U.S. citizen. Must be able to obtain unescorted access to work areas. May be subject to other physicals or exams if required to wear a respirator or are designated by the COR to have other physicals due to the work area in which you are assigned. Must be able to wear personal protective equipment as required. Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others. The position for which you are interviewing requires a US government security clearance. This is to advise you, that should you be extended an offer, if you possess a dual citizenship (i.e., citizen of the US and another country), in order to be granted a clearance you will be required to relinquish your citizenship in the foreign country. Please note: relinquishing citizenship does not guarantee the approval of security clearance.
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