CareerArc
Tech Specialist- IS Desktop
CareerArc, Baton Rouge, Louisiana, us, 70873
JOB PURPOSE OR MISSION:
Provides support and quality service to the client community by installing, inspecting, maintaining, troubleshooting, and repairing personal computers, peripherals, network printers, and telecommunications. Support includes issues relating to system access, hardware, application software, and basic network communication issues. Documents, tracks, and monitors issues to ensure timely resolution and customer satisfaction. Serves as a technical resource between Information Systems and the end user community for daily operational issues related to desktop networking, desktop administration, application accessibility on personal computers, Tier 1 service of printers, VoIP phones, and mobile devices.ESSENTIAL JOB FUNCTIONS
include, but are not limited to:Functions as technical desktop liaison
between IS Department and end user community, internally or externally.PERFORMANCE STANDARDS:• Provides education to all staff regarding Information System's desktop hardware or software.• Assists all staff in identifying cause and solution to computer, printer, and phone issues.• Provides cross-training for other members of the Information System's staff with regard to appropriate desktop use and/or functionality.• Works directly with the System Administrators to establish priorities, while administering multiple tasks concurrently when needed.• Follows up with client after installation/repair to assure the client is satisfied with work performed.Provides technical expertise
in evaluation of computer programs and applications; supports implementation and maintenance of all Information Technology hardware.PERFORMANCE STANDARDS:• Researches new developments in hardware and software and keeps abreast of the latest developments and studies involving computer-related procedures and methods.• Works collaboratively with both internal and external technical experts to ensure programs and applications meet the needs of all customers.• Works with Information System's technical staff in development of education, literature, and training programs to optimize end users' ability to interact effectively with computer programs and hardware.• Develops and implements data driven performance improvement methodologies. Maintains accurate records for use in evaluating organizational performance. Identifies ways of improving current services and consults with management on issues and problems. Participates in testing of systems or applications before implementation to ensure functionality.• Ensures accuracy and integrity of all inventory or tracking databases for desktop services.• Monitors tickets, e-mail, and voicemail for outstanding problems and responds within 24 hrs of receiving trouble ticket to ensure excellent customer service.• Makes repairs to hardware and peripheral components such as monitors, keyboards, printers, and drives.• Coordinates activities with help desk, network services, or other information systems group.• Ensures security, integrity, and privacy of BRGHS data following organizational policies and procedures.• Must be able to lift, push, and/or pull computers, printers, carts, and associated peripherals for installation and/or maintenance.Perform Help Desk Support DutiesPerform in close coordination with internal IS teams for coordination of service desk request management. Must be able to work on own initiative and work within the team ensuring all Service Desk technical objectives are delivered to the highest standard. Maintain project and support SLA targets. Pursue first call resolution and review Service Center tickets for request.Performs all other duties as assigned.EXPERIENCE REQUIREMENTSTwo to three years of experience in troubleshooting and repairing personal computer hardware and software installation/distribution required.Experience supporting MS Office 365, web-based applications, and remote control/management applications.Experience identifying and resolving hardware issues for laptops, desktops, printers, and mobile devices.EDUCATIONAL REQUIREMENTSAssociates Degree in Computer Technology or 2 years experience in a related field required.Microsoft Certified Desktop Professional (MCDSP) or 2 years experience with MS Desktop applications required.SPECIAL SKILL, LICENSE AND KNOWLEDGE REQUIREMENTSGood interpersonal/human relations skills.Good oral and written communication skills.Problem solving and critical thinking skills.Must provide own transportation to multiple customer locations within established timeframes.Ability to think critically to determine the source of problems and determine resolution.Excellent skills of planning, organizing, customer service, record keeping and controlling cost.
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Provides support and quality service to the client community by installing, inspecting, maintaining, troubleshooting, and repairing personal computers, peripherals, network printers, and telecommunications. Support includes issues relating to system access, hardware, application software, and basic network communication issues. Documents, tracks, and monitors issues to ensure timely resolution and customer satisfaction. Serves as a technical resource between Information Systems and the end user community for daily operational issues related to desktop networking, desktop administration, application accessibility on personal computers, Tier 1 service of printers, VoIP phones, and mobile devices.ESSENTIAL JOB FUNCTIONS
include, but are not limited to:Functions as technical desktop liaison
between IS Department and end user community, internally or externally.PERFORMANCE STANDARDS:• Provides education to all staff regarding Information System's desktop hardware or software.• Assists all staff in identifying cause and solution to computer, printer, and phone issues.• Provides cross-training for other members of the Information System's staff with regard to appropriate desktop use and/or functionality.• Works directly with the System Administrators to establish priorities, while administering multiple tasks concurrently when needed.• Follows up with client after installation/repair to assure the client is satisfied with work performed.Provides technical expertise
in evaluation of computer programs and applications; supports implementation and maintenance of all Information Technology hardware.PERFORMANCE STANDARDS:• Researches new developments in hardware and software and keeps abreast of the latest developments and studies involving computer-related procedures and methods.• Works collaboratively with both internal and external technical experts to ensure programs and applications meet the needs of all customers.• Works with Information System's technical staff in development of education, literature, and training programs to optimize end users' ability to interact effectively with computer programs and hardware.• Develops and implements data driven performance improvement methodologies. Maintains accurate records for use in evaluating organizational performance. Identifies ways of improving current services and consults with management on issues and problems. Participates in testing of systems or applications before implementation to ensure functionality.• Ensures accuracy and integrity of all inventory or tracking databases for desktop services.• Monitors tickets, e-mail, and voicemail for outstanding problems and responds within 24 hrs of receiving trouble ticket to ensure excellent customer service.• Makes repairs to hardware and peripheral components such as monitors, keyboards, printers, and drives.• Coordinates activities with help desk, network services, or other information systems group.• Ensures security, integrity, and privacy of BRGHS data following organizational policies and procedures.• Must be able to lift, push, and/or pull computers, printers, carts, and associated peripherals for installation and/or maintenance.Perform Help Desk Support DutiesPerform in close coordination with internal IS teams for coordination of service desk request management. Must be able to work on own initiative and work within the team ensuring all Service Desk technical objectives are delivered to the highest standard. Maintain project and support SLA targets. Pursue first call resolution and review Service Center tickets for request.Performs all other duties as assigned.EXPERIENCE REQUIREMENTSTwo to three years of experience in troubleshooting and repairing personal computer hardware and software installation/distribution required.Experience supporting MS Office 365, web-based applications, and remote control/management applications.Experience identifying and resolving hardware issues for laptops, desktops, printers, and mobile devices.EDUCATIONAL REQUIREMENTSAssociates Degree in Computer Technology or 2 years experience in a related field required.Microsoft Certified Desktop Professional (MCDSP) or 2 years experience with MS Desktop applications required.SPECIAL SKILL, LICENSE AND KNOWLEDGE REQUIREMENTSGood interpersonal/human relations skills.Good oral and written communication skills.Problem solving and critical thinking skills.Must provide own transportation to multiple customer locations within established timeframes.Ability to think critically to determine the source of problems and determine resolution.Excellent skills of planning, organizing, customer service, record keeping and controlling cost.
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