Job Description: Tech II Technology

POSITION OBJECTIVE:
Provides advanced technical assistance to computer system users. Answers questions or resolves computer problems for clients in person, via telephone or from remote location. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

FUNCTIONAL RESPONSIBILITIES:
• Administers the daily performance of various computer systems, networks, and applications
• Responds to user inquiries via phone, email, tracking system, or in person regarding computer software or hardware operation to resolve problems.
• Enter commands and observe system functioning to verify correct operations and detect errors.
• Sets up computer equipment for associate use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Installs and performs various levels of repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Maintains records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Maintains related inventory; documenting the receipt, storage, movement and disposal of various hardware and software items.
• References technical manuals to confer with users and conducts computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Assists lower-level technicians with major hardware or software problems; refers defective products to vendors for service.
• Aids in the development of training materials and procedures, or trains users in the proper use of hardware or software.
• Confers with staff, users, and management to establish requirements for new systems or modifications.
QUALIFICATIONS:
Associate Degree in Computer Science preferred
• 1 - 3 years experience with Windows 7 and Microsoft Office 2010, PC re-imaging.
• 1 - 3 years experience with PC and laptop hardware.
• Basic knowledge of PC desktop support.
• Basic knowledge of local and network printer support.  
• Intermediate knowledge of Networking and Windows based servers.
• Intermediate knowledge of ticket based tracking system.
• Good verbal and written communication skills.
• Ability to work with minimal supervision.
• Ability to work independently, in a team environment and effectively meet project deliverables on time.
• Ability to make solid recommendation on basic to intermediate issues and execute them Must be dependable, punctual, and reliable. (added)
• Certification in A+
• Preferred Certifications:
o Certification in Server + or Network+
o Certification in Microsoft MCP, MCSA, MCSE
o Certification in Cisco CCNA