PC Support Specialist; SSO Division Irvine, CA

Position Summary

Ownership of customer facing role. Provides technical support to increase computer user and system efficiencies. Investigates and resolves computer user support requirements by answering questions about hardware and software. Installs, modifies, and makes minor repairs to personal computer hardware and software systems, and provides technical assistance and training to system users.

• Responds to telephone, voice mail, e‑mail, and in‑person requests for assistance from users experiencing problems with hardware, software, networking, or other computer related technologies by answering, evaluating, and prioritizing requests.
• Determines source of malfunction by interviewing users on the telephone or in person to collect information about the problem and leads user through diagnostic procedures to determine source of error. Determines probable cause of problems (e.g. hardware, software, network, modem, printer, cables, and telephone) by reviewing procedures and actions taken by the user. Instruct users to perform diagnostic procedures.
• Analyzes functions, applications, and operations and evaluates existing and proposed solutions. Recommends applicable solutions to resolve problems, minimize "down‑time", and/or improve efficiency.
• Establishes PC performance by installing hardware, software, and peripheral components such as monitors, keyboards, printers, and disk drives. Installs hardware and software upgrades.
• Monitors network performance by performing preliminary problem isolation and determination and working with appropriate technical areas/staff to resolve problems.
• Teaches users on effective use of systems by answering questions, interpreting operating instructions, creating user documentation, developing training materials, and providing references. May prepare and give technical presentations on selected topics.
• Evaluates software and hardware by testing ease of use and applicability. Helps improve programs by notifying programmers or appropriate technical areas/staff of problems and recommending changes.
• Improves systems, processes, and quality of services by implementing continuous improvement techniques to analyze and identify areas for improvement.
• Provides updates, status, and completion information to users and team leaders by voice mail, e‑mail, or in‑person communication.
• Recognizes and performs preliminary evaluation of ergonomics‑related issues, including workstation setup and furniture configurations, for any team members they contact.
• Logs and tracks calls. Maintains history records, related problem documentation and prepares standard reports.
• Maintains technical knowledge by attending educational workshops and reviewing technical or trade publications.
• Supports the team by accomplishing related results as needed. Work assignments may include cross‑functional or project team responsibilities.
• Collaborates with Group and Corporate Teams on broader software & hardware deployments.
• Leverages technical expertise to serve as the first line of defense against cyber‑security awareness, preparation and problem solving.

Trade school course completion, AA, or equivalent external training in computer repair (i.e. Microsoft Systems Certification) which has provided both theoretical and practical knowledge in the field and demonstrated ability to perform the essential functions of the job typically acquired through four or more years of directly related experience; A+ Certification in personal computer maintenance and repair with continuing practical knowledge in the repair field;

or, may have a Bachelor's degree in related field (Computer Science, Mathematics, Engineering, Quantitative Methods, etc.) and no prior directly related experience.

Role requires Desktop Support Technician to work above and beyond the normal schedule on an as needed basis to support end users requiring urgent technical support. Travel will be limited (less than 20%), but it might be necessary to aid users on sites without local IT support.

Considerable knowledge and understanding of personal computer operations, diagnosis, and…