Job Description
Responsibilities:
- Inspects and prepares microcomputer equipment for delivery to end users according to documented end user requirements.
- Performs installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives.
- Installs and/or updates operating systems and/or application software.
- Develops and maintains documentation.
- Actively participates in the monitoring and maintenance of hardware and software.
- Monitors and responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
- Follows up on reported issues by communicating with end users.
- Trains end users in use of hardware, software, and manuals.
- Coordinates activities with help desk other information systems staff.
- Provides management with regular status updates.
- Escalates issues to appropriate levels of management.
- Regularly attends and actively participates in departmental and project-related meetings.
- Regularly seeks opportunities to improve processes and systems through the use of best practices.
- Level II Technicians must have depth and breadth of knowledge beyond Level I Technician. These skills would include: mentoring, primary diagnosis, leadership, and demonstrated superior customer service abilities.
- Communication with external resources as per departmental protocols.
- High School Graduate or equivalent; training programs or certifications in relevant technologies.
- Minimum of two to three years of demonstrated Information Technology experience and/or training at a superior level; or equivalent combination of education and experience.
- On-call availability per organizational policy
- Must hold a valid NH driver’s license and have a vehicle available for use
- Demonstrated proficiency in Microsoft Word and Excel Strong knowledge of PC/TCP IP communications in a multi-protocol environment
- Strong data communications troubleshooting skills
- The employee is occasionally required to sit; reach with hands and arms; kneel and stoop
- Must occasionally lift and/or move up to 25 pounds.