Support engineer • hialeah fl
The PC Support Specialist is responsible for providing technical support to the University’s faculty, staff and students.This position provides Tier 1 & 2 support and will identify/track/escalate/r...Show more
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Summary
The PC Support Specialist is responsible for providing technical support to the University’s faculty, staff and students. This position provides Tier 1 & 2 support and will identify/track/escalate/resolve customer problems involving software and hardware including desktops, laptops, printers and IP phones. In addition, this position is expected to create and maintain Desktop Support Services documentation, and assist with the maintenance and enhancement of services provided by Client Services.
Essential Functions
Provide & maintain desktop equipment and support to the university by:
Providing Tier 2 service, including traveling to remote sites as needed.
Utilizing remote assistance when possible.
Providing Tier 1 support, when needed.
Scheduling assigned workloads with customers to resolve incidents in a timely manner.
Performing Technology Lifecycle deployments as scheduled by Client Services management.
Returning ‘end-of-life/lease’ computing equipment for proper donation/disposal/return.
Performing and scheduling imaging and software deployments.
Troubleshooting and resolving desktop issues, working with other IT units and third parties, as needed.
Processing warranty replacements for desktop/laptop equipment.
Working with BUCS to provide support/service for IP phone equipment.
Communicating/coordinating with the vendor/partner responsible for managed print services to resolve printer hardware changes/issues.
Consulting with users regarding needs that do not conform to the standardized desktop solutions provided to the university community.
Create and maintain Desktop Support Services documentation by:
Keeping accurate, up-to-date records in the incident tracking system.
Keeping accurate, up-to-date records in the asset tracking system, including desktop warranty replacement information.
Updating process and procedural documentation as related to Desktop Support Services in SharePoint.
Assisting with the gathering/reporting of Desktop Support Services statistics as needed.
Assist with the maintenance and enhancement of services provided by Client Services:
Researching and evaluating technology solutions as needed
Providing reports on the research and evaluation of the technology solutions
Assist with the implementation of technology as needed.
Perform other duties as required or assigned.
Qualifications/Requirements
A Bachelor’s degree in Computer Science, IT or related field is required and 1-3 years of related experience.
One year of college and six years of related experience can be substituted for a bachelor’s degree.
1-3 years of prior experience in customer service and strong technical aptitude.
Must have the ability to take-apart and re-assemble computer components. Ability to image computers, deploy software, perform software support and trouble-shooting, and perform hardware repair. Ability to perform minor network, IP phone and printer trouble-shooting.
Good communication skills, verbal and written.
Microsoft, CompTIA A+, or other computer-related or networking certification is preferred. ITIL Foundations v3 certification.
A valid driver’s license.
