provides technical work supporting and enhancing the use of computers and operational support of all computers and peripherals. In addition, assisting with installing, operating, maintaining, testing, and repairing telecommunications fixed and high-bandwidth wireless network facilities requiring a knowledge of voice and data communications equipment, wiring and cable configurations and the installation, operation, and maintenance of microcomputer and minicomputer systems. Work is performed under the general supervision of the Network Supervisor, with projects being completed in teamwork with other Information Technology Services staff members.
Essential Job Functions:
(Note: There are also secondary functions, which the employee will be required to perform.) Provides second-line of support to end users by fielding telephone calls, one to one settings and e-mail messages for guidance on a variety of technical hardware and software issues in wireless and fixed network environment. Processes customer request for troubleshooting failures and questions and takes corrective actions by interpreting problems and providing technical support for hardware, software, and network systems. Provides for the overall implementation, configuration, coordination, control and maintenance of desktop computers and peripherals company-wide. Performs hardware/software installation, configuration, diagnostics, repairs, maintenance, and troubleshooting for client PC/workstations, terminals, peripherals, wireless client premise equipment (CPE), and data cabling. Diagnoses problems in multi-protocol network and communication environments and develops and implements solutions. Provides day-to-day onsite technical support and problem resolution for hardware/software/network users in a variety of work environments. Assists with deployment of fixed networks in LAN and WAN environments. Performs basic level troubleshooting of the wireless and fixed network environments during and after installation. Maintains a current inventory of all I.T. hardware and software and their use in the company. Handles all requests for microcomputer, computer terminal, and computer peripheral devices relocations.
Assists in handling request for additional drops, retrofitting old buildings and new construction, and coordinates requests for repair or cablings that cannot be completed by I.T. staff. Monitors and adjusts performance of existing networks and continually surveys the current computer sites to determine future network needs. Assists with implementation and maintenance of network security measures. Assists with administration, diagnostics, and maintenance of servers. Assists with routine maintenance functions on telephony system including the preparation of monthly management reports. Initiates and maintains a preventive maintenance schedule on selected Information Technology equipment as directed. Evaluates computer hardware, software and network products and makes recommendations to management. Interfaces, when necessary, with vendor support to resolve hardware/software/network problems. Assists with documenting systems including wiring diagrams as required. Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service. Performs essential job functions of Help Desk Technician, as needed. Performs other duties as requested by management.
Essential Minimum Qualifications:
Graduation from high school or possession of an acceptable equivalency diploma and two (2) plus years of advanced or technical training in a field relating to microcomputer applications. A minimum of four (4) years experience in latest microcomputer configurations including experience in hardware systems and office automation software in a networked environment. Telephone, Ethernet wiring, and wireless knowledge preferred. The following certifications are desired: CompTIA A+, CompTIA Network+, CompTIA Security+, and/or MCSA.
A comparable amount of training and experience may be substituted for the minimum qualifications.
Essential Knowledge, Skills and Abilities:
Knowledge of the installation, maintenance, and operation of computer and networks both fixed and wireless.
Knowledge of general telephony.
Knowledge of computer and operating software and extensive knowledge of standard word processing, spreadsheet, and database software.
Knowledge of the operation, uses and capabilities of computer hardware configurations and software systems.
Skills in troubleshooting problems.
Ability to test software to determine software effectiveness.
Ability to identify and research hardware malfunctions and take corrective actions.
Ability to evaluate competitive computer hardware and software systems and present results to management.
Ability to work independently with minimal supervision.
Ability to react to change productively and to handle other tasks as assigned.
Ability to communicate orally with customers, clients, and the public using a telephone, face to face, one to one setting, or using data network systems.
Ability to establish and maintain effective working relationships with co-workers and management.
Ability to perform assigned tasks in a timely and efficient manner with a high standard of quality.
Skilled in the use of tools necessary to install and repair computer equipment.