Core Function:

• Provide on-site hardware and software maintenance and support.
• Provide new hardware configuration and setup.
• Provide printer set up and ongoing support.
• Create end users account setup and maintenance via Active Directory.
• Provide support

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

• Provide support for Microsoft Office 2007 suite.
• Support LAN and WAN providing diagnostics to Tier II and III support if needed.
• Support system management tools; such as Printer Management software and Disk Management software.
• Remote desktop management, including software distribution; Network distribution, Network Server status, WLAN, LAN and WAN status.
• Provide after-hour support.
• Consult with departments on uses of Information Technology; act as a resource for their colleagues;
• Act as project coordinator in the introduction of new systems and applications;
• Evaluate and recommend hardware/software implementation and usage;
• Provide training and documentation for standard systems and applications.

Supervisory Responsibilities:

None

Minimum Knowledge, Skills and Abilities required:

• Bachelor's degree OR a High School diploma and 3 years of directly related experience
• One to four (1-4) years of experience for Desktop Support Specialist and five to seven ( 5-7) years of experience for Senior Desktop Support Specialist
• Able to lift 50 lbs.
• Technical proficiency with PC/Mac hardware and software (including Windows 2000/XP/Vista/7); working knowledge of local area networks and network administration; must possess strong technical skills and demonstrated ability to perform desktop support in both Windows and Macintosh environments; demonstrated knowledge of the use of information technology; strong interpersonal and communication skills; strong project management skills; demonstrated ability to work independently, and on multiple projects simultaneously; demonstrated ability to work with a wide variety of people throughout an organization; and demonstrated ability to learn and use new technology.
• Four or more (4+) years of technology support experience (5+ for Senior Desktop Support Specialist); certifications such as Comp TIA Network+ certification, Security+ certification, A+ certification, Microsoft or Apple certification
• Applied technical experience with PC/Mac/Unix platforms and configurations
• Strong interpersonal and communication skills; strong project management skills; demonstrated ability to work independently, and on multiple projects simultaneously
• Demonstrated ability to work with a wide variety of people throughout an organization; demonstrated ability to learn and use new technology
• Technical proficiency with IBM-compatible PC hardware and software (including Windows 2000/XP/Vista/7) and one or more of the following: Macintosh hardware and operating system, and UNIX operating system; working knowledge of local area networks and network administration; and an exceptional and thorough understanding of Windows 2000/XP/Vista/7, Macintosh.

Physical and Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

General office environment

Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.

Language Skills

· English (fluency in reading, writing and speaking)

Additional skills

· Excellent interpersonal relationship

· Understanding in the support to Executive

· Ability to monitor workload and prioritize tickets

· Installing and maintaining customer equipment and/or software

· Troubleshooting customer problems at customer's desk

· Diagnosing, resolving and/or escalating problems

· Interfacing with other groups to resolve problems and close issues

· Assisting in data gathering and problem analyses

· Performing the most advanced level of troubleshooting

· Training/mentoring other associates and/or customers

CORE COMPETENCIES

· Excellent customer service skills

· Excellent troubleshooting and problem solving skills

· Excellent disposition to work with standards and follow processes

· Ability to effectively relate technical information to non-technical users

· Effective team player

· Excellent oral and written communication skills

· Work with problems of moderate scope and complexity where analysis of the data requires an evaluation of identifiable factors in situations that may present some new material

· Exercises judgment within broadly defined practices and procedures. Most answers are available, but confers with manager in the event they are not available.