Computer Support Technician

Summary:

Install, maintain, troubleshoot, and upgrade personal computer hardware systems (desktop and laptop), software, peripheral equipment, and production manufacturing computer systems. Create process and procedure documentation, update service desk entries, and provide computer support in person, via phone, or remotely. Requires advanced troubleshooting skills and research techniques to resolve advanced computer support issues and perform root cause analysis. Team Leader on special projects and coordination of project teams.

Essential duties & responsibilities:

• Install computers (PC & Mac), monitors, printers, scanners, and other related hardware and configure network connectivity (both wired and wireless) for such devices.
• Install, configure, and upgrade operating systems and software packages.
• Configure, install, maintain, and repair computers (PC & Mac) and other IT equipment.
• Troubleshoot problems with computer systems (PC & Mac) including hardware and software, e-mail, network, and peripheral equipment.
• Provide after-hours support to manufacturing production computers, monitors, printers, scanners and other related hardware and systems on a rotating basis.
• Mobile device management including iOS and Android devices and cellular devices support.
• Use initiative and independent judgment within established guidelines and procedures.
• Work productively as a member of the Information Technology team
• Organize own work and set priorities to meet critical deadlines.
• Assist/train clients in proper use of PC applications, network functions, and best practices
• Serve as consultant and technical resource on effective use equipment and systems in support of business activities.
• Maintain personal knowledge of current IT technology (hardware, software, and networking), research solutions and make procurement recommendations.
• Assist with planning, design, research, testing, and recommendation of new or upgraded hardware and software systems.
• Team Leader on special projects and coordination of project teams
• Provide leadership in problem determination and resolution.
• Perform other duties as required.

Education & Experience:

Two-year college degree in computer science, Information Technology, or a related field and five years of general computer installation, maintenance, support, and repair experience. An additional two years of experience and vendor certification (such as CompTIA A+ certification) may substitute for the two-year degree.

Knowledge, Skills & Abilities:

Knowledge of personal computer hardware, software, and peripherals and procedures for installing, configuring, upgrading, troubleshooting, and repairing applicable software, hardware, and peripherals. Expert knowledge of Microsoft and Mac operating systems, Active Directory, and common business applications in a network environment. Intermediate knowledge of networking concepts (IP addressing, DHCP, DNS). Excellent communication skills (oral and written) with all levels of the organization (technical and non-technical). Knowledge of smart phone (iOS and Android) configuration and troubleshooting. Expert ability to analyze problems, develop solutions, and make recommendations. Ability to work independently and as a member of a team in a fast-changing industry and work environment.

Other Requirements:

• Must possess and maintain a valid class C driver s license and a satisfactory driving record.
• Must be able to perform tasks involving pushing/pulling, lifting, and standing or using force equal to handling materials of 20 to 50 pounds.