Desktop and System Support Technician

Description

Under general direction, monitor and respond to complex technological control facility hardware and software problems

utilizing a variety of hardware and software testing tools and techniques. Provide primary interface with vendor support service

groups or provide internal analysis and support to ensure proper escalation during outages or periods of degraded system

performance. May provide LAN server support. Require extensive knowledge of PC/LAN communications hardware and

software in a multi-protocol environment, and network management software.

• Complete assignments from the Service Desk efficiently and effectively as possible within assigned priority to meet SLA.
• Troubleshoot and solve office desktop problems.
• . Prepare and monitor department budget
• . Responsible for IT plant KPI's
• Act as the “face of IT” at his/her facilities and route issues or work with other members of the IT team as necessary to resolve any issues.
• Inform local IT Network Administrator of any issue that requires their involvement such as non-standards purchase and new enterprise system requests.
• Purchase software and hardware for his/her facilities according to standards and IT purchasing procedures.
• Ensure licensed software is used in the facility and the information is maintained in the licensing database.
• Setup and install all network attached equipment at their facilities.
• Maintain software and hardware on desktops at the facility including Office Automation software, Anti-Virus, PC management software as per Desktop Setup Checklist.
• Maintain an up-to-to‑date Hardware and Software inventory for his/her facilities utilizing the methods prescribed by Corporate IT Management (e.g. inventorying software, spreadsheets etc.).
• Support unique systems at his er facility acilities such as local MRP/ERP, PM system, Time and Attendance System, QA equipment, door controllers, buzzers, and other unique software or hardware.
• Administer local phone system (including paging, voice mail, moves-adds-changes) at his/her facility.
• Prepare, monitor and adjust work schedules and analyze data on user support services provided.
• Perform other duties/projects as assigned.

Requirements

• A current MCP or MCITP.
• Desktop Support Technician would be an asset.

• Essential
  
  Skills:
  
  Reading: 5;
  Document Use: 3;
  Numeracy: 3
• Four years of experience in data communications troubleshooting.
• Read and understand policy and procedures manuals. Read equipment and software manuals, help files and technical bulletins. Read sections of software manuals to learn about advanced procedures and improvements to upgraded versions.
• Discuss technical matters with co-workers, colleagues and suppliers. Discuss challenging software operations with co-workers and help develop instructions for users. Inform and advise computer users with malfunctioning computer hardware and software. Teach, supervise and assist workers in their work units.
• Prepare, monitor and adjust work schedules and analyze data on user support services provided.
• Evaluate information technology needs and users' software needs. Review experience with relevant software applications and make recommendations.
• Perform majority of tasks independently and coordinate efforts with supervisors and co-workers to complete challenging repairs, assess the performance of work units and exchange information about new hardware and software.
• ITIL and ITSM knowledge is preferred. 1-3 years’ experience with the following is required:
• Current version of Windows Desktop OS
• Current version of Microsoft Office
• Current version of Desktop and Notebook hardware (preferably Dell)
• Current version of Networking basics
• Possess drive and motivation to continuously…