PC Support Coordinator

Job Description

Job Description

$24.00-26.00/hour
1st Shift: 7:00 - 3:30
Contract To Permanent

SUMMARY:
Provides technical support for users calling in to the IT Help Desk to increase computer user and system efficiency. Diagnoses, identifies, and isolates basic hardware and software problems. May install, modify, and make minor repairs to personal computer hardware and software systems, and provide technical assistance and training to system users. Routes calls to available technical expert in more complex and difficult cases.

ESSENTIAL FUNCTIONS:

• Responds to telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing routine problems with hardware, software, or other computer related systems by answering, evaluating, and prioritizing requests. Attempts to resolve all support questions while the user is on the line.
• Diagnoses and isolates system problems by interviewing users on the telephone or in person to collect information. May lead user through preliminary diagnostic procedures to determine source of error. Determines probable cause of problem (e.g. hardware, software, network, modem, printer, cables, and telephone) by reviewing procedures and actions taken by the user. Instructs user on basic diagnostic procedures.
• Logs and tracks calls. Maintains history records, related problem documentation and prepares standard reports. Alerts appropriate technical area of recurring problems and patterns of problems.
• Provides updates, status, and completion information to users and team leaders by voice mail, e-mail, or in-person communication.
• May install hardware, software and/or upgrades, and peripheral components such as monitors, keyboards, printers, and disk drives.
• Teaches users on effective use of systems by answering questions, interpreting operating instructions, creating user documentation, developing training materials, and providing references. May prepare and give technical presentations on selected topics.
• Improves systems, processes, and quality of services by implementing continuous improvement techniques to analyze and identify areas for improvement.
• Recognizes and performs preliminary evaluation of ergonomics-related issues, including workstation setup and furniture configurations, for any team members they contact.
• Increases technical knowledge by attending educational workshops and reviewing technical or trade publications.
• Supports the team by accomplishing related results as needed. Work assignments may include cross-functional or project team responsibilities.

Education and Experience:
Trade school course completion, AA, or equivalent external training in computer services or repair which has provided practical knowledge in the field. Demonstrated ability to perform the essential functions of the job typically acquired through two or more years of directly related experience.