Experience Requirements
One of the following:
OR
OR
OR
Scope of Services
Education Requirements
Primary Job Duties and Tasks
Job-Specific Knowledge, Skills, and Abilities (KSAs)
General Knowledge, Skills, and Abilities (KSAs)
Additional Requirements
One of the following:
- 1 year experience in installation, maintenance, and technical support of workstation hardware,
OR
- 1 year experience supporting Microsoft Office 365 and Windows 10 or above,
OR
- CompTIA A+, CompTIA Net+, or MCDST certification (substitutes for 1 year experience),
OR
- Associate or Bachelor's degree in Computer Science, Information Technology, or related field
Scope of Services
- Provide software and hardware support to end users
- Offer technical advice, guidance, and informal training on hardware and software use
- Troubleshoot and resolve routine technical issues using established processes and procedures
- Perform root cause analysis and develop problem checklists
- Recommend preventive procedures and controls
- Maintain knowledge base and call tracking systems
- Work collaboratively in a team environment and assist with support calls
Education Requirements
- High School diploma or equivalent
Primary Job Duties and Tasks
- Assist workstation support supervisor with troubleshooting systems and software
- Provide technical assistance and routine maintenance for specialized applications
- Support IT hardware including network printers, smartphones, and similar devices
- Deliver Tier 2 support for medium to high complexity issues
- Perform advanced troubleshooting to identify root causes
- Install, configure, and support systems; monitor service desk queue and resolve tickets
- Participate in IT projects and collaborate with team members
- Maintain technical documentation and coordinate repair/service activities
- Provide Audio Visual (AV) and Video Conferencing (VC) support including setup and troubleshooting
Job-Specific Knowledge, Skills, and Abilities (KSAs)
- Advanced knowledge of Microsoft operating systems, Office suite, and Outlook in a networked environment
- Advanced understanding of PC hardware, software, firmware, LAN/WAN environments
- Skilled in installation and support of software, OS, and hardware systems
- Ability to perform advanced troubleshooting across multiple hardware platforms
- Ability to plan, organize, manage, and track projects
- Strong verbal and written communication skills
- Ability to understand and comply with departmental policies
General Knowledge, Skills, and Abilities (KSAs)
- Initiative: Works independently, manages workload, and meets deadlines
- Communication: Effectively communicates verbally and in writing
- Customer Service: Assesses and resolves customer needs effectively
- Decision Making: Applies critical thinking to make sound decisions
- Flexibility: Adapts to changing priorities and processes
- Interpersonal Skills: Demonstrates professionalism and courtesy
- Leadership: Motivates and supports team objectives when required
- Problem Solving: Identifies issues and recommends solutions
- Team Building: Collaborates effectively toward shared goals
- Quality Assurance: Applies quality control principles and practices
Additional Requirements
- Ability to work in an in-office environment
- Ability to handle on-call or rotational work schedule
- Ability to maintain technical documentation and support knowledge systems