PC Technician

Job Summary:

The Helpdesk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests thru the phone and email. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person or remote help at the desktop level.

Responsibilities and Duties:

• Help setting up new desktop hardware including PC’s, monitors and docking stations
• Imaging PC’s and installing and configuring all company security programs and verifying that the system meets security protocols
• Repairing and building PC’s
• Receive and respond to incoming calls and/or e-mails regarding IT issues.
• Using the Helpdesk ticketing system, prioritize and schedule problem resolution. Escalate problems (when required) to the appropriately experienced technician.
• Perform analysis, diagnosis, and resolution of IT problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring IT operations.
• Liaise with third-party support and PC equipment vendors.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Assist in the development of change control processes, practices, and guidelines for new and existing technologies.
• Work with software developers to keep apprised of changes and upcoming developments in in-house software applications.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.
• Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.

Job Requirements: