A Senior IT Support Specialist for CSL Plasma supports and maintains in-house computer systems, desktops, and peripherals for high availability to CSL Plasma. Installs, diagnoses, repairs, maintains, and upgrades all hardware and equipment while ensuring optimal workstation performance. Troubleshoots problem areas in a timely and accurate fashion, and provides end user training and assistance where required.Main Responsibilities and Accountabilities: Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products. Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.Provides Call Center Support. Responsible for answering calls in a professional, courteous, and helpful manner following standard procedures. Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed. Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.Work with end users to identify and deliver required PC service levels. Liaise with, and provide training and support to, end users and staff on computer operation and other issues.Monitor and test PC performance and provide PC performance statistics and reports. Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance. Accurately document instances of hardware failure, repair, installation, and removal.. Construct, install, and test customized configurations based on various platforms and operating systems. Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations. If necessary, liaise with third-party support and PC equipment vendors. Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans.Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs. Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs. Support development and implementation of new computer projects and new hardware installations. All quality and regulatory procedures and documentation requirements must be followed. Ability to act as a project manager on small projects that are either limited in scope or under $50,000. Prepare project documentation and material for management review to obtain project approval and funding. Develop the project schedule and review IT staffing resources with IT management for final approval. Responsible for the quality assurance of the project deliverables including the system functionality, system integration and system documentation.Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment. Conduct research on computer products in support of PC procurement and development efforts. Evaluate and recommend hardware products for purchase. Write technical specifications for purchase of PCs, networking hardware and related products.
Qualifications and Experience Requirements: B. S. preferably in Computer Science, Management Information Systems, or Business Administration. Technical training in vendor specific technology preferred.Three years related work experience that provides excellent technical knowledge of network and PC hardware, including hands-on hardware troubleshooting experience and extensive equipment support experience with Desktop Computers, Laptop/Notebook Computers and Printers.Working technical knowledge of current network protocols, operating systems, and standards. Ability to operate tools, components, and peripheral accessories. Able to read and understand technical manuals, procedural documentation, and OEM guides. Must be able to support current versions of desktop operating systems on industry standard hardware. Knowledge of Microsoft Office products. Ability to lead small projects. Good analytical, mathematical, creative problem-solving skills and written/ verbal communication skills. Ability to communicate ideas in both technical and non technical language. Ability to effectively prioritize and execute tasks in a high-pressure environment. Strong customer service orientation. Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.