Responsible for providing assistance to customers needing to resolve problems with their computer systems in an enterprise and multi-site infrastructure by answering service requests; work with customer to determine nature of problem then follow the problem until final resolution; perform daily equipment checks to ensure equipment is functioning properly; monitor enterprise system functions and activities

Technical Services Functions - Participate in providing enterprise-wide computer systems and peripheral support while ensuring adherence to corporate and department policies and procedures

• Work with customer to determine nature of technical problem then follow the problem until final resolution for the customer.
• Ensure work orders have been addressed and properly closed out
• Install, upgrade, configure hardware/software and troubleshoot/maintain corporate PCs and peripherals
• Ensure high levels of customer satisfaction is provided during each point of contact with customers
• Immediately notify appropriate individuals of any problems that could potentially impact production activities.
• Follow appropriate escalation procedures regarding service requests and complete related follow-up activities as necessary
• Maintain confidentiality of information during PC configuration or maintenance
• Assist in coordination and planning for moves, adds, and changes of all PC hardware
• Implement action plan including performing required upgrades and installation of PCs and required peripheral equipment.
• Assist department personnel with the configuration and maintenance of data communication systems
• Install and repair wiring and cabling as required
• Based on location, as necessary provide telecommunications support including telephone installation and maintenance

Systems Monitoring and Operations - Perform daily equipment checks to ensure equipment is functioning properly in a multi-site environment.

• Monitor various system functions and activities, which may include PC equipment, corporate LAN systems, servers, departmental printers, and telecommunications equipment in order to identify issues and resolve them or attempt to resolve them before they cause problems.
• Be proactive to avoid or minimize system problems that could potentially impact production activities.
• Provide assistance for the timely recovery and restoration of the communication system elements in the event of an outage.

Technical Support Documentation - Document work orders and trouble tickets with clear, concise explanations in a timely and accurate manner in a multi-site environment.

• Adhering to department policies and procedures; follow problem from beginning to final
• Ensure documentation contains all relevant information necessary to assist with problem
• Assist in documenting departmental policies and procedures for access by departmental staff.

Team Interfaces/Customer Service - Establish and maintain a professional relationship with internal/external customers, team members and department contacts.

• Cooperate with team members to meet goals or complete tasks
• Provide quality customer service that exceeds customer expectations and improves level of service being provided
• Treat all internal/external customers, team members and department contacts with dignity/respect
• Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

Related Duties as Assigned - -

• The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
• Consequently, job incumbents may be asked to perform other duties as required
• Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
• Please contact your local Employee Relations representative to request a review of any such accommodations

Applicant for this job will be expected to meet the following minimum qualifications.

Education

• High school diploma or GED required. Associate's degree in computer science, MIS, or a related field is preferred

Experience

• Minimum of one year experience in a technical support services or customer service environment required, preferably in a corporate environment

Technical

• Minimum one year of PC hardware, Windows operating systems, DOS, PC/LAN environment, monitoring systems and tools required.
• Minimum one year of corporate applications and systems preferred

Other

The following physical and mental requirements may be required for this position.

Physical Requirements :

• Must be able to lift 45 lbs
• Frequently will finger, grasp, and sit
• Occasionally may be asked to bend, stoop, carry items which may weigh more than 45 lbs, climb stairs, work in a confined space, crawl, kneel, push, reach above the shoulder, do repetitive motions, stand, walk, or lift objects (some heavy) above the head
• Must have enough mobility to load and unload computer and phone equipment, setup a station at a customer's desk, trace cables (potentially under desks) complete inventory of a tech room, and sort equipment as required
• Should be able to hear customers over the phone, detect system beeps when troubleshooting, and verify sound quality when working with AV equipment
• Must be able to see well enough to read PC screens, review mother board schematics, and follow technical documentation
• Mental Requirements:
• Continuously will communicate to others verbally and in writing, concentrate on tasks, discriminate colors, examine and observe details, handle stress, make decisions, prioritize, read information and remember details
• Frequently will need to adjust to changes as applicable
• Ability to respond to incidents 24x7 on a rotating basis