Statement of the Job

This position assists staff with technical support of desktop and laptop computers, applications, and related technology. Support includes installation, configuration and troubleshooting of computer systems, network cabling and networking peripherals within established remote field site standards and guidelines. The individual in this position also assists in the maintenance and testing of new computer related equipment. The position's responsibilities require independent analysis, communication and problem solving. Work is performed with moderate supervision and requires initiative and judgment.

Responsibilities to include but not limited to:

*       Configuration and troubleshooting of high speed Internet connection at the field sites, including Verizon FIOS, Time Warner Cable, Cablevision and DSL.

*       Configuration and troubleshooting of Cisco 1811 and 831 router, network hub and switches and installation of Cat 5 cabling at the field sites.

*       Installation, configure and troubleshooting of computers, networking peripheral equipment, printers, scanners and software deployed at the field sites.

*       Troubleshoot hardware and software problems utilizing documentation, online assistance and other staff members when necessary.

*       Works with Remote Support, Service Desk, Network Infrastructure and Server Support staff as appropriate to determine and resolve problems received from clients.

*       Works with Remote Support team on Citrix XenApp server administration.

*       Escalate complex or troublesome issues to management for guidance when all resources have been exhausted.

*       Recommends and/or performs upgrades and maintenance on systems to ensure longevity.

*       Follow and enforce SCA/IT policies and procedures.

*       Efficiently manage daily work queue.

*       Lifting and transporting computer equipment (i.e. desktop, laptops, and printers).

*       Clean driver license and able to operate SCA issued vehicle.

Skills:

*       Hardware troubleshooting and repair ( Prefer Dell and HP workstation and laptop repair )

*       Strong Operating System troubeshooting knowledge ( Windows XP and Windows 7 )

*       Cat 5 network cabling

*       Knowledge of Cisco IOS for router configuration

*       Knowledge of Citrix XenApp and XenServer software

*       Strong Written and Verbal Communications