Description:
Principal Accountabilities:
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Effectively works with end users to identify and deliver required PC service levels.
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Effectively provides training and support to end users and staff on computer operation and other issues.
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Effectively installs, configures, tests, maintains, monitors, and troubleshoots end user workstation hardware, networked peripheral devices, and networking hardware products.
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Installs, configures, tests, maintains, monitors, and troubleshoots associated end user workstation software and networking software products when necessary.
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Performs on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users. Recommends and implements corrective hardware solutions, including off-site repair as needed.
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Receives and responds to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.
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Maintains an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
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Monitors and tests PC performance and provides PC performance statistics and reports.
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Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.
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Accurately documents any instance of hardware failure, repair, installation, and removal.
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Constructs, installs, and tests customized configurations based on various platforms and operating systems.
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Conducts research on computer products in support of PC procurement and development efforts. Evaluates and recommends hardware products for purchase.
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Writes technical specifications for purchase of PCs, networking hardware and related products.
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Recommends, schedules, and performs PC, hardware and peripheral equipment improvements, upgrades, and repairs.
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Assists in developing long-term strategies and capacity planning for meeting future computer hardware needs.
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Supports development and implementation of new computer projects and new hardware installations.
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Maintains up-to-date knowledge of hardware and application contracts, and supervises contract-based installations.
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Effectively collaborates with third-party support and PC equipment vendors when necessary.
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Aids in the development of business continuity and disaster recovery plans. Maintains current knowledge of plan executables, and responds to crises in accordance with business continuity and disaster recovery plans.
20. Provide direct on-call support for Connextcare’s Information Technology infrastructure deemed critical.
Requirements:
Knowledge/ Education Requirements:
A. Bachelor’s degree in Computer Science or an Associate’s degree and five years related work experience.
B. Microsoft Certified Professional (MCP), CompTIA A+ and/or, other related technical certification preferred.
C. Must have advanced technical knowledge of network and PC hardware.
D. Must have hands-on hardware troubleshooting experience.
E. Possesses working technical knowledge of current network protocols, operating systems, and standards.
F. Must be able to operate tools, components, and peripheral accessories.
G. Must be able to read and understand technical manuals, procedural documentation, and OEM guides.
H. Must be able to conduct research into PC issues and products as required.
I. Possesses effective interpersonal skills and relationship-building skills.
J. Possesses strong written and oral communication skills.
K. Must be able to present ideas in user-friendly language.
L. Demonstrates understanding of the organization’s goals and objectives.
M. Must be detail oriented.
N. Possesses analytical and problem-solving ability.
O. Must be able to effectively prioritize and execute tasks in a high-pressure environment.
P. Possesses experience working in a team-oriented, collaborative environment.
Q. Has strong customer-service orientation.
