PC Technician
Sargento

Investigates and resolves software and hardware problems of computer users by performing the following duties.*ESSENTIAL DUTIES AND RESPONSIBILITIES *include the following.  Other duties may be assigned.

Responds to requests to assist users experiencing problems with hardware, software, networking, smartphones, and other computer-related technologies.  Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.  Provides updates, status, and completion information in Service Desk system and/or to users via voice mail, e-mail, or in-person communication.

Requires a thorough understanding of the installation, support, and performance of Windows 7 and 10 desktop operating systems, and desktop software such as Microsoft Office 365 products (Word, Excel, Access, Visio, PowerPoint, Visio, Project) and Internet browsers in a networked environment.  Determines whether problems are caused by hardware or software related issues.

Handles problem recognition, research, isolation, resolution and follow-up for user problems, referring more complex problems to supervisor or technical staff.  Strives for first call resolution by answering calls to support center, logs and tracks calls using Service Desk system and maintains history records and related problem documentation.  Share information technology knowledge by documenting new or updating existing processes and/or procedures.

Contact and use of Dell technical support systems to determine corrective action for hardware repairs.  Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises.  Calls software and hardware vendors to request service regarding defective products.  Communicates activities with Sr. PC Technician, Service Desk Manager, Sr. Manager - End User Support, Service Desk and other End User Support co-workers, Technical Services, or other IT groups as applicable.

Must be able to work scheduled hours as assigned for appropriate Service Desk hours coverage, with some flexibility as needed, including some weekend work responsibilities. Responsible for responding to off-hours calls, based on a scheduled rotation, in a prompt and reasonable time to facilitate prompt problem resolution.

Perform all duties in a professional and confidential manner.

*SUPERVISORY RESPONSIBILITIES*

This job has no supervisory responsibilities.

*QUALIFICATIONS*

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

*EDUCATION and/or EXPERIENCE*

Associate Degree in Computer Science or related field and 2 - 5 years relevant computer or PC Technician experience required.

*LANGUAGE SKILLS*

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

*CERTIFICATES, LICENSES, REGISTRATIONS*

Current / valid driver's license required.  Travel between all WI locations on an as needed basis required.

*MATHEMATICAL SKILLS*

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

*REASONING ABILITY*

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

*PHYSICAL DEMANDS*

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.  The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

*WORK ENVIRONMENT*

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock and vibration.  The noise level in the work environment is usually moderate.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities