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Form of workJob Description: General Summary Assists in the installation, implementation, and upgrades of internal systems. May maintain a tracking system for usage evaluation. Maintains an inventory of all equipment, hardware, software and supplies. Troubleshoots, maintains, and monitors, external and internal hard drives, printers, plotters and scanners. The responsibilities of this role include:
Working under some supervision.
Making decisions that are moderate in impact; errors may have relatively minor financial impact or effect on projects, operations, or customer relationships; errors may require involvement beyond immediate work group to correct.
Requires verbal and written communication skills to convey information that may be somewhat complex to others who may have limited knowledge of the subject in question.
Most tasks require multiple steps that can be performed in various orders; some planning and prioritization must occur to complete the tasks effectively; mistakes may result in some rework.
Deductive and inductive problem solving is required; multiple approaches may be taken/necessary to solve the problem; often information is missing or incomplete; intermediate data analysis/interpretation skills may be required.
Exercising creativity to draft original documents, imagery, or work products within established guidelines.
Principal Duties & Responsibilities
Performs all computer hardware and software installations and upgrades using standard processes and procedures.
Determines which work tasks are most important for self and junior personnel, manages distractions, and independently deals with setbacks in a timely manner.
Diagnoses, isolates, and fixes hardware-related computer problems using standardized departmental procedures by checking all computer cabling connections, testing connections to all periphery equipment, reloading or re-booting programs and machines as needed, and/or switching out hardware/computer parts to troubleshoot equipment independently under little supervision.
Performs data transfers from one computer to another for replacement or upgrade and ensures the integrity of all data transfers.
Manages individual project priorities, deadlines, and deliverables with minimal supervision.
Conducts standard processes and procedures for office moves, new employees, and terminations by identifying and documenting all necessary hardware and executing required setup.
Diagnoses, isolates, and fixes software-related problems using standardized departmental procedures by checking all software configurations and reconfiguring software as needed at site visits, or by switching out software to further troubleshoot and debug independently under little supervision.
Anticipates complex issues and discusses within and outside of project team to maintain open communication.
Adapts to significant changes and setbacks in order to manage pressure and meet deadlines independently.
Maintains data in trouble tracking systems with regard to customers and/or hardware.
Resolves intermediate networking problems using commonly understood departmental procedures such as using equipment to check cable connections, repairing all cable connections and cross connections, completing new cable hook-ups and connections, and pulling cables in network closets and connecting them to the appropriate office ports and switches independently.
Acts as a resource for less knowledgeable personnel.
Documents all computer and telephone repairs, and records machine serial numbers and/or parts numbers using standard processes and procedures.
Communicates with project lead via email and direct conversation to make recommendations about overcoming impending obstacles.
IT Core Competencies
Accountability - Hold ones self and others accountable for measurable quality, timely and cost-effective results, and accepts responsibility for impacts to the business and changes to business processes.
Adaptability - Adjusting own behaviors to work efficiently and effectively in light of new information, changing situations and/or different environments.
Collaboration - Fosters working together by establishing, communicating, and reinforcing shared values, norms, and objectives.
Communication - The ability to effectively exchange information with stakeholders in addition to the ability to accurately hear and understand the partially expressed thoughts, feelings, and concerns of others.
Financial Acumen - Ability to understand in-depth financial information that can be used to make meaningful insights to drive business growth in a safe and transparent environment.
Influence - The ability to accomplish goals through others.
People Development - Models and creates an environment that promotes career development.
Strategic Focus - Applies a comprehensive approach using business acumen and industry research to solve systematic complexities that promote growth.
Required Competencies 0
Additional Competencies (All competencies below are required upon entry)
Analytical Skills - The ability to collect information and identify fundamental patterns/trends in data. This includes the ability to gather, integrate, and interpret information from several sources.
Documentation - The ability to document solutions to basic IT issues by using standard policies and procedures.
Focusing on the Customer - The ability to effectively identify and address key customer needs. This includes leading others to maintain focus on customers and seeking information to uncover a true client need.
Getting Organized - The ability to be organized, resourceful, and planful. This includes the ability to leverage multiple resources to get things done and Client out tasks in sufficient detail. This also includes the ability to get things done with fewer resources and in less time, work on multiple tasks at once without losing track, and foresee and plan around obstacles.
Hardware Knowledge - The ability to understand and troubleshoot systems hardware design in order to carry out basic repairs or upgrades.
IT Support - The ability to receive various computer related requests from end-users and operate the basic features of IT support software and tools to effectively provide IT services. This also includes the ability to respond with urgency to requests.
Troubleshooting - The ability to resolve end-user hardware, software, cloud, and networking issues by implementing a progressive troubleshooting methodology, as well as utilizing systems and tools available to an advanced user.
Workstation Hardware - The ability to conduct the installation and standard configuration of hardware in an end-user PC/workstation environment, conduct routine maintenance, and update hardware components as needed while adhering to relevant organizational protocols for hardware installation, configuration, and maintenance. This also includes basic knowledge of printer, phone, and mobile device hardware.
Workstation Software - Thorough understanding of desktop operating systems such as Windows and OSX, including a thorough understanding of the full Microsoft Office Suite with an emphasis on Outlook, Word, and Excel. This also includes the ability to troubleshoot basic to intermediate software issues relating to the operating system or end-user applications.
Minimum Qualifications
High School Diploma or equivalent.
3+ years experience in IT or related area.
3+ years experience with more than one operating system such as Linux, Mac OSX, Windows.
2+ years experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).
Preferred Qualifications
Bachelor's degree in IT-relevant field.
4+ years experience in IT or related area.
4+ years experience with more than one operating system such as Linux, Mac OSX, Windows.
2+ years experience with Scripting (e.g., PERL, Power Shell, Bash, etc.).
1+ years leadership role in projects/programs.
MCSE or Linux Certification.
Physical Requirements
Frequently transports between offices, buildings, and campuses up to 2 miles.
Frequently transports and installs equipment up to 40 lbs.
Performs required tasks at various heights (e.g., standing or sitting).
Monitors and utilizes computers and test equipment for more than 6 hours a day.
Continuous communication which includes the comprehension of information with colleagues, customers, and vendors both in person and remotely.
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