PC Support Technician

SUMMARY: Under the supervision of the IT Operations Supervisor, the PC Support Technician participates in managing the WFEC PC lifecycle, which includes, but is not limited to the selecting, configuring and installing of personal computer hardware and associated software for the business use of company computers. The incumbent serves as a key component of WFEC's help desk environment and acts as a liaison between customers and internal support staff to assure accurate problem interpretation.  

ESSENTIAL DUTIES AND RESPONSIBILITIES: Include the following; other duties may be assigned. Evaluates and recommends personal computer hardware for company purchase and use. Participates in managing the WFEC PC build/deployment processes and PC lifecycle. Installs and configures new personal computers including connections to the company network and initial installation and software setup. Embrace WFEC's help desk environment via tracking incident tickets and service requests in a timely and efficient manner. Provides exemplary customer service from initial response to service ticket closeout. Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process. Provides initial and continuing support for users to resolve hardware, software, and end-point related issues. Assist users with prevention, detection, and remediation of malware attacks. Maintains client virus protection and resolves virus infections if they occur. Applies software upgrades as needed and assists users with upgrade issues. Maintains a database of PC hardware and software including current licensing. Isolates PC hardware, networking and software problems as they occur and implements corrective action in a timely manner to maximize availability of existing business systems. Recommends PC related training alternatives as needed. Maintains a current working knowledge of new personal computer, printer, networking and related technology and the expanding capabilities for business use of hardware and software products. 

COMPETENCIES: To perform the job successfully, an individual should demonstrate the following competencies: 

Technical Skills: Displays technical knowledge equal to job requirements; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others. 

Quantity: Meets productivity goals; Completes work in timely manner; Strives to increase productivity. 

Quality: Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality. 

Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully. 

Attendance/Punctuality: Is consistently at work and on time; Uses paid leave within policy requirements; Informs supervisor about necessary absences in a timely manner. 

Organizational Support: Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.

Dependability: Follows instructions and responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan. 

Safety and Security: Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly. 

Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments to customers. 

Cost Consciousness: Works within approved budget; Develops and implements cost saving measures; Conserves organizational resources. 

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the education, experience, knowledge, skills, abilities and behaviors required of this position. 

Education and Experience: Requires a Bachelor's degree or the equivalent in a directly related field and two (2) years of experience working with personal computer systems, related software and customer support in an IT environment. Experience installing, configuring, troubleshooting, and using Microsoft Windows and the Microsoft Office Suite of products is required. Experience with networking personal computers is required. Directly related experience may be substituted for education at the rate of two (2) years of experience for one (1) year of education. 

Language Skills: Ability to read and comprehend instructions, correspondence, manuals and installation guilds. Ability to write basic correspondence. Ability to effectively present information in one-on-one and small group situations to employees and others. 

Math Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. 

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. 

Computer Skills: See those listed in education and experience above.

CERTIFICATES, LICENSES, REGISTRATIONS: This position requires a current driver's license. Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP), CompTIA (A+, Network+, Security+), CISSP (Certified Information Systems Security Professional) or other Microsoft certification is desired.

WORK SCHEDULE REQUIREMENTS: Normally works a daytime weekday schedule, but may occasionally be required to work overtime, holidays or weekends.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and color vision. 

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet. In accordance with WFEC Administrative Procedure 805-Alcohol and Drug-Free Workplace this position is classified as "safety sensitive".