Job Summary
Provides PC hardware and software installation and support services and Internet access support services.
Minimum Job Requirements
Bachelor's degree in Computer Science/ Information Systems/related major or at least3-4 years of equivalent work experience.
Extensive experience with setup, repair and modification of Windows PC desktops and laptops, printers and other peripherals.
Troubleshooting skills with 4+ years experience in a Windows- based environment(s) and/or 3+ years experience with Macs.
Essential Duties and Responsibilities
Identifies root cause of problems, manages and resolves complex issues in a constantly changing technical environment.
Installs, configures, implements and maintains desktop client software, e.g. Microsoft applications (Outlook, Exchange, Internet Explorer, Office, Windows, etc.) and/or Mac applications (Entourage, Safari, Office, Mac O/S, etc) meeting SLAs on incidents and service requests.
Installs, relocates and supports PCs, servers, printers and other computer-related equipment.
Performs analytical responsibilities by performing Root Cause Analysis within problem management.
Tests network connectivity and access to ensure security, integrity and accuracy of data transmitted throughout MCH. Ensure that physical connections are standard, orderly and clearly identified.
Tracks MCHs assets by updating information as equipment is replaced, moved or changed.
Knowledge/Skills/Abilities
Ability to communicate effectively in English both verbally and in writing.
Ability to prioritize tasks and complete assignments within an estimated time frame.
Action- oriented and self- motivated with the ability to improve the effectiveness, performance and efficiency of the Client Support team.
Advanced knowledge of Windows 2000/ XP/ Vista, Windows 2000/ 2003/ 2008 Server, Microsoft Office XP/ 2003/ 2007, Microsoft Project, Microsoft Visio, Lotus Notes, Symantec Antivirus and other business applications.
Certification in A+ and current MCSE preferred.
Extensive experience with setup, repair and modification of Windows PC desktops and laptops, printers and other peripherals.
Knowledge and experience of desktop and network management, deployment and tracking tools such as SMS, Ghost, Citrix or comparable applications.
Sound knowledge of Helpdesk and Asset management software, and general Helpdesk/ Trouble Ticket and Project Management process.
Superior documentation skills are a must.
Troubleshooting skills with 4+ years experience in a Windows- based environment(s) and/or 3+ years experience with Macs.
(EOE DFW)
