Desktop Support Technician Level I

Pomeroy Wilkes Barre , PA 18701

Posted 2 months ago

General Function:

This position works as a member of the Technical Support /Services team. Typically, the incumbent will require close supervision and a significant amount of training. However, it is expected that the Member of Technical Staff will increasingly demonstrate the ability to work independently.

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

  • Works as a team member on small to intermediate size technical projects of low to average complexity.

  • Completes assigned technical tasks on time (e.g., design, development, implementation, testing, maintenance, etc.).

  • Performs problem resolution activities according to established procedures and makes supervised-decisions that impact assignments.

  • Resolves assigned Trouble Tickets within the established timeframes while providing quality customer service.

  • Successfully completes all relevant general and technical training programs in accordance with Performance Agreement goals and objectives.

  • Monitors and controls all production systems and networks to maximize systems availability.

Supervisory Responsibilities:

  • None

Physical and Mental Demands

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

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another.

Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

Minimum Knowledge, Skills and Abilities required: Associates degree in MIS, IT, CS or equivalent experience.

Training/Certification and 2-4 years of experience with: Desktop PCs including hardware support. Supporting UNIX, Novell Netware, Microsoft Windows, Windows Active Directory, TCP/IP, desktop office suites and e-mail.

Troubleshooting PC hardware and software problems. Computer networks, including configuration and basic components. Network administration.

IntermediateMicrosoft Word and Excel. High level of integrity and reliability. Strong interpersonal skills Ability to function in a fast paced environment with changing priorities.

Entry level skills with Microsoft Administration and Planning in Physical and Virtual Environments Entry level networking skills Knowledge of: Microsoft Server Build Design and Automation in Physical and Virtual Environments Desktop research, planning, integration and implementation support Active Directory GPO Integration into Server Builds Citrix XPe/4.5 Design, Administration and Management Integration with Network Security Requirements for Windows Systems Windows Servers 2000, 2003, 2008, etc. Perform system administration, installation, problem isolation, and resolution on Windows systems Participate in planning, designing, documenting, and implementing new technologies Third party product integration into the Microsoft Server Platform Enterprise class email systems



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Desktop Support Technician Level I

Pomeroy