Associate Desktop Support Technician

Responsible for installing, maintaining, and troubleshooting PC hardware and peripheral components. Installs and verifies correct operation of software packages, including operating systems and typical office programs. Provides training and technical assistance to end-users. Identifies and resolves hardware, software, and operator problems. Performs basic-to-moderate hardware repairs and refers complex, vendor-restricted, and warranty repairs to authorized service personnel.
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* MINIMUM QUALIFICATIONS:

**** EDUCATION, CERTIFICATION, AND/OR LICENSURE:
** 1. Associate degree in Information Technology or technical-related field
** OR
* * two (2) years’ experience with personal computer hardware and software support.
2. This position may require additional certification in support of the responsibilities of the position, which will be provided by WVUHS Information Technology. Certification completion will be required within four months of formal certification training completion.
3. Internal employees must meet all mandatory competencies in current position in order to qualify for promotion within IT.
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* PREFERRED QUALIFICATIONS:

****** EDUCATION, CERTIFICATION, AND/OR LICENSURE:
**** 1. A+ Certification, CCNA, MCP, or MCSE.
** CORE

DUTIES AND RESPONSIBILITIES:

** The statements described here are intended to describe the general nature of work being performed by people assigned to this position.  They are not intended to be constructed as an all-inclusive list of all responsibilities and duties.  Other duties may be assigned.
1. Workstation:
Technical Support:
Provides Workstation (Personal Computer, laptop, tablet, ext.) related support for the end-user. Troubleshoots, repairs, and inspects end-user hardware and software. Assesses end-user reported workstation hardware and software issues to determine the root-cause and provide appropriate remedial service. Attempts to identify trends relative to such matters and recommends long-term solutions. Answers computer-related questions and provides on-site end-user training as needed. Assists end-users in navigating Information Technology processes including submitting requests and trouble calls.
2. Hardware and Software:
Installs and tests end-user computer hardware and software as assigned. Devices include: PCs, laptops, tablets, printers, ip phones, mobile devices.  Support for both wired and Wireless. Assesses end-user reported PC hardware and software issues to determine the root-cause and provide appropriate remedial service. Answers computer-related questions and provides on-site end-user training as needed. Assists end-users in navigating Information Technology processes including submitting requests and trouble calls.
3. Maintains Technical Expertise:
Improves personal knowledge of personal computer technology and associated software through reading, on-line training courses and any avenues provided by the IT department.
4. Network Support:
Provide general support at the device level for network connection and inspection.
5. Project Coordination:
Reviews, identifies and documents any issues, barriers, or risks and brings them to management’s attention. Provides Project/Task Coordination Services to customers as assigned.  Participates in joint application and/or technical development sessions. Apprises status, schedule variances, and outstanding issues with team members and project managers. Manages workload and balances quality of work with deadlines. Completes proper documentation of work tasks per policy.

Assists in controlling project costs and communicates any project-related expenses (as assigned). Suggests ways to better accomplish assigned tasks. Successfully meets deadlines, user’s expectations and project goals.  Participates in…