Job Summary

The Technician, Computer, End User, I under general supervision of the Supervisor, IT Operations performs basic technical, and administrative work in the maintenance, and the installation of new and existing personal computer systems mainly for users who are working from home. Performs level 1 triage and provides remote support for Desktop, Software, Telecom, Systems, and Networking teams. Works on lower complexity end user support. Trains end users in use of Qualfon equipment and software.

Tasks and Responsibilities:
1.    Troubleshoots and configures personal computer hardware, software applications and peripherals.
2.    Provides support to all remote workers
3.    Troubleshoot remote connectivity issues
4.    Assist with voice quality issues for remote staff
5.    Install and configure Microsoft technologies based on Qualfon best practices 
6.    Troubleshoot Windows 10, for common software and hardware related problems.
7.    Assists users and the telecommunication team with Qualfon telecommunication applications and hardware
8.    Communicate with end users, client support personnel, peers and supervisors on all personal computer and specified client applications that require a technical resolution.
9.    Participate in inventory control and reporting of all IT hardware and software
10.    Maintain inventory in IT asset inventory system
11.    Responsible for packing and shipping IT equipment in a secure manner for remote employees
12.    Adhere to company guidelines and procedures.
13.    Address user incident and service requests within the defined SLA’s
14.    Participates in the Desktop on-call schedule
15.    Other duties as assigned

Area of expertise (Skills)

  • 1.    Minimum 1 year experience as a personal computer technician or compensating experience as part of an Operational team
    2.    Demonstrated ability to troubleshoot users’ issues remotely
    3.    Proficient in MS Word, Excel, OneDrive, and Teams
    4.    Knowledge of Microsoft Windows operating systems, personal computer-based application software, printers, and networking cabling
    5.    Familiar with remote support tools i.e., Bomgar
    6.    Basic knowledge of personal computer hardware and peripherals  
    7.    Ability to resolve personal computer hardware issues including but not limited to component level diagnostics, troubleshooting, repair, and replacements.
    8.    Excellent verbal and written communication skills
    9.    Able to represent IT to end users, being professional and understanding of customer needs
    10.    Accuracy, completeness, dependability, and ability to complete tasks when due
    11.    Employee must occasionally be able to lift equipment more than 25 lbs.
    12.    While performing the duties of this job, the employee is frequently required to sit, talk, and listen
    13.    The employee is required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; and reach with hands and arms. Specific vision abilities required by this job include close vision and the ability to adjust focus
    14.    Participate in the Desktop team on-call schedule
    15.    Travel up to 5%

Other Skills and Experiences (Min)

Comptia Network + and Comptia A + Certifications