Responds to and diagnoses problems through discussion with users. Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps. Supervises operation of help desk and serves as focal point for customer concerns. Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable.
This is a professional and technical position responsible for desktop, laptop, printer and video conference installation, set-up, patch installation, software upgrade support, and troubleshooting /diagnosing reported end-user hardware and software problems. Employees in this classification are responsible for planning, evaluating and implementing approved system changes and upgrades and providing tier 2 and 3 support for hardware and software problem resolution.
Responsibilities
YEARS OF EXPERIENCE
2+ years' experience in a production networked environment supporting MDT imaging, Microsoft Office 365, Microsoft Windows XP, Windows 7 and Windows 10 workstations, network and locally attached printers / plotters.
- Experience with the customer's installed product base is preferred.
EDUCATION
An Associate degree or bachelor's degree from four-year college or university with major course work in information management, computer science or related field or equivalent education and work experience in desktop systems support. A+, MCDST, and other Microsoft certifications is highly desired.
CERTIFICATION REQUIREMENTS
Relevant manufacturer certifications desirable
SECURITY CLEARANCE
Will be required to obtain a Public Trust clearance
Qualifications
DUTIES
The following statements describe the principal functions of this job and its scope of responsibility but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including working in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.
The candidate for this position:
- Supports, monitors, tests, and troubleshoots hardware and software problems pertaining to computer systems for ORD. Computers can be connected to a production network, isolated lab network, or stand-alone. Operating systems range from Windows 95, 98, NT, Windows 2000, Windows XP, Windows 7, and Windows 10 desktop / laptop / virtual workstation systems as well as support of local and network printers.
- Schedules repairs, installs and configures workstations with approved image and additional software as approved/required.
- Installs after-market hardware to support user equipment functionality as needed.
- Moves IT systems and peripherals for office relocations.
- Sets up, initiates, and shutdowns video conferences between two or more sites.
- Follows approved standard operating procedures and meets all service level agreements
- Maintains and submits updates to asset management for all equipment maintained
- Updates the ticket tracking system as required
- Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Familiarity with Video Conference systems setup and preparation is desirable.
- Relies on instructions and pre-established guidelines to perform the functions of the job.
- Works under supervision. Reports to a team leader or manager.
- May be required periodically to work outside of scheduled work hours.
- May be required to work at alternate locations.
SPECIAL SKILLS (if applicable)
- May need to install third party vendor hardware to support user equipment functionality.
- Demonstrate familiarity with Video Conference systems setup and preparation is desirable.
- Provide a hands-on customer service approach.
- Troubleshoot computers, peripherals and telephone equipment.
- Good verbal and written communications skills.
- Organized and self-motivated.
- Manage multiple priorities.
- Productive working independently or as part of a team.
- Must enjoy working with end users and must work well with other IT team members and department managers.
- Proficient in use of MS Office products (e.g., Word, Excel) and operating systems (Windows, Linux, Unix, iOS, Android).
- Proficient in use of MS Office products (e.g., Word, Excel) and operating systems (Windows, Linux, Unix, iOS, Android).