PC Configuration and Installation Technician - System Soft Technologies : Job Details

SPECIFIC CERTIFICATION OR QUALIFICATIONS REQUIRED: High school diploma Minimum: Associate degree or A+ Certification, N+ Certification, or MTA Certification

Required Technical Expertise:

1. First-Level Support and Issue Escalation:

• Functions as the primary interface for initial troubleshooting of software, hardware, and telephony systems, with proficiency in escalating Tier 2 and Tier 3 issues to appropriate IT specialists.

• Ensures client satisfaction by providing high-level, clear communication channels and sophisticated problem-resolution techniques.

2. Analytical and Diagnostic Skills:

• Applies methodical analytical approaches to diagnose underlying problems in desktop and network infrastructures during user interactions.

• Expert in systematic troubleshooting and fault isolation across various IT assets.

3. Ticketing System Management:

• Manages and monitors the ticketing system (Cherwell), ensuring timely responses and proper ticket assignment.

• Facilitates creating and following up service tickets, escalating complex issues as needed.

4. Technical Proficiency:

• Proficient in various applications including Cisco Communications, VPN software, Active Directory, Windows OS, and Microsoft Office suite.

• Demonstrates troubleshooting capabilities for devices such as computers, printers, scanners, and telephones.

• Understand network fundamentals, including firewall rules and LAN configurations.

• Familiar with Cisco VoIP systems and cybersecurity principles to effectively identify and mitigate security threats.

5. Hardware and Software Deployment:

• Executes system upgrades, installations, comprehensive hardware configurations, and reimaging within corporate IT standards.

• Implements strict hardware asset management protocols and enforces security policies including user account controls and PCI compliance adherence.

6. Network and Security Foundations:

• Possesses an understanding of network infrastructure components, including PC firewall configurations and basic VoIP setup.

• Enforces cybersecurity measures by recognizing and neutralizing threats by established organizational security frameworks.

7. Emerging Technologies and Systems Management:

• Working knowledge with Microsoft Intune for device and application management across diverse mobile ecosystems, including Android and iOS.

• Familiar with document management systems such as ApplicationXtender, enhancing document storage and retrieval processes.

8. Research, Documentation, and Knowledge Base Development:

• Conducts targeted technical research using specialized search engines to enhance troubleshooting capabilities.

• Crafts detailed service documentation and procedural guides to bolster service desk efficiency and knowledge sharing.

9. Proactivity and Multitasking:

• Proactively addresses pending service requests and incomplete tickets.

• Displays initiative and manages multiple tasks simultaneously

10. Additional Duties:

• Willingly performs additional responsibilities to support the IT department's objectives.