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Form of workPosition Summary:
The Desktop Technician is responsible for coordinating and providing PC, Printer and Telecom support, for all FHCW employees. The Desktop Technician provides first-line support to computer users, employing a high degree of customer service, technical expertise, and timeliness. The Technician uses various techniques for resolving problems and seeks supervisory input/guidance when necessary. The Technician has frequent interactions with users requiring effective interpersonal communications. The Technician uses a high degree of patience and problem-solving techniques to handle user issues. The Technician will document and follow through on resolution with users.
Program Specific Essential Duties and Responsibilities
- Provides first-line technical support for both host-based and desktop applications of various complexities.
- Interviews user to collect information about problem; leads user through diagnostic procedures as appropriate. Educates users on how to prevent problem in future.
- Consults with peers to develop plan of action when no resolution to a problem can be reached within a reasonable period of time, or when a resolution is particularly resource intensive, or bears significant risk.
- Consults solution database and peers to optimize problem resolution. Adheres to established standards in resolving issues.
- Maintains log using “tickets” for all systems and user related problems and implemented solutions to such problems
- Provides exceptional customer support (both hands-on and remotely) for software and hardware related issues.
- Installs, configures, troubleshoots, and upgrades PC workstations and laptops.
- Coordinates moves of PCs and printers to new locations.
- Assists in on-going security, efficiency, and continuous functioning of computer systems to meet organization needs.
- Prepares training environment for classes by testing computers and printers in training rooms, loading training data, and testing functionality.
- Distributes equipment to new hires during onboarding and trains them on how to access services.
- Maintains and monitors measures to ensure security of hardware at satellite sites, including but not limited to the FHCW school sites.
- Maintains asset inventory and notifies in advance of expected end of life devices.
- Participates in vendor or internal training on computer system or enhancements.
- Maintains and develops new skills through participation in internal or external continuing education programs as appropriate.
Qualifications and Education Requirements
One of the following combinations of education and employment experience must be met in order to be considered for the position:
Education And Experience
Associate degree and/or special certification as required Experience with troubleshooting computer operating systems and knowledge/experience with PC hardware, operating systems, and peripheral devices is required
