PURPOSE OF POSITION:
This position provides end user support and maintenance within the organization's computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware, desktop software and equipment (including but not limited to PC, printers and scanners and other systems) to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required.
Duties and Responsibilities:
Provides a high level of customer service for computer and computer systems and technical support to users throughout the Corporation.
Takes ownership and responsibility of queries, issues and problems and follows them through to resolution or handoff to Tier 2 or 3 support. Monitors the ticketing and work management system to ensure high levels of customer support and swift response times.
Responsible for monitoring, operating, managing, troubleshooting and restoring service to any ARRC User Computing Devices (UCD), phone, tablet, printer, peripheral device or other computing devices. Ensures operation of equipment by completing preventive maintenance requirements, diagnostics, and tests and through utilization of management software. Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems. Troubleshoot network connectivity and interfaces. When the restoration is beyond the scope of the technician, the technician will escalate the issue/problem to proper personnel or contractor.
Monitors the extended ARRC computing network for problems, identifying potential security or performance concerns and immediately escalating or addressing.
Manages the Device and Account Lifecycle processes, including device provisioning and user account administration, i.e., account creation, management, termination and password resets on all ARRC applications and systems.
Provides project management to computer or peripheral related projects, including, but not limited to, planning and execution. Plans and carries out the successive steps involved in projects as assigned.
Contributes to team effort by accomplishing related duties as needed including being back-up for the Mail Run. Is required to drive company vehicles, i.e., pickup, suburban.
Factor 1 - Knowledge Required
In depth technical knowledge of configuration and troubleshooting of PC’s, desktop hardware, phones, tablets, peripherals and printers. Extensive ability to troubleshoot and configure a wide array of software applications. Working knowledge of AD, Exchange and remote control tools. Working knowledge of current protocols, operating systems and standards. Knowledge and understanding of Customer Service best practice and excellent interpersonal skills required. Knowledge of Information Technology Infrastructure Library (ITIL) methodology and practical experience with enterprise help desk services software. Has experience supporting a Microsoft Active Directory and IT environment, including Microsoft Operating systems, Exchange and deployment. Knowledge and skill level to act as a primary contact with corporate employees as the Service Desk interface for application and hardware troubleshooting. Understanding of application software is required to help implement customer training and Service Desk problem determination. Ability to develop training materials for other technical personnel and end users is required. Good communication skills, written and verbal are required. Must be able to operate in a team environment with both technical and non-technical team members and be able to operate with minimal supervision. Must understand the mission of the Corporation and department goals. Valid drivers’ license required.
Factor 2 - Supervisory Control
Incumbent works under the general supervision of the Manager, Helpdesk & Desktop Engineering who defines objectives. Assignments are received by email, voice mail or verbally and involve installation and relocation of personal computer and equipment, project upgrades, new systems, and other projects. Instructions vary in nature from specific and detailed to very broad in nature such as installation of a computer. Must be able to work independently using own judgment in planning the work schedule, prioritizing work assignments, and setting deadlines in accordance with established instructions, policies and procedures. Where no established guidelines or procedures exist, incumbent develops and uses methods based on experience and past practices. Completed projects are checked in terms of meeting deadlines, adherence to procedures, and through responses from computer users.
Factor 3 - Guidelines
Established guidelines such as policies, procedures, project schedules and vendor manuals are available. Some are detailed; others have gaps that require critical thinking skills, extensive research, and previous experience/training in determining the best approach to use in resolving complex problems. Supervisor is available for assistance and guidance on any unusual situations. Service Desk Specialist II technicians also provide assistance and guidance for other technicians.
Factor 4 - Complexity
Work involves installing and troubleshooting complex data communications equipment and providing assistance in installation of computers and peripheral equipment. Incumbent is the technical authority for integrating equipment within the communications network or host site configuration. Responsible for solving problems to the best of their ability and seeking external assistance when needed. Develops user guides and documentation. Monitors performance of systems ensuring customer’s needs are met and appropriate user support levels are maintained. Recommends placement of equipment based upon operational goals, corporate needs, and customers’ preferences. Works under pressure and with constantly changing deadlines. Travels to local and remote areas to assess and install computer and network related equipment and software. Purchases and tracks technology related hardware and software.
Factor 5 - Scope and Effect
Responsible for critical systems and minimizing downtime.
Factor 6 - Personal Contacts
Primary contact with internal ARRC employees and contractors using computer, scanner, smart devices, camera, fax, copier, telephone, printer, or other network-related equipment. Outside contacts are with vendors of software and hardware for research and/or troubleshooting resolution as required.
Factor 7 - Purpose of Contact
Contacts are made to coordinate activities on equipment installation, troubleshooting problems, responding to questions from hardware and software users, and related user issues. Vendor contacts are for research, installation procedures, and problem determination on implementation. Contact with Technology staff is to discuss changes, develop procedures, or initiate problem recovery action. Contacts are made when planning and carrying out successive steps involved in projects
Factor 8 - Physical Demands
Work is sedentary. Relocation and installation of equipment may require lifting up to 50 lbs.
Factor 9 - Work Environment
Work is performed in an office setting coupled with visits to the computer room and user department areas to install equipment and cables. Travel to other Railbelt sites and shop offices to install computer and network related equipment, provide training and computer familiarization, or troubleshoot problems. Work inside of industrial areas will require the incumbent to wear PPE gear (available at the warehouse) as required.
