Works under the direction of the Service Desk or Field Services Supervisor to provide Service Desk support to approximately 4,000 PC and 5,400 telecom users and to install, test, troubleshoot, and operate personal computers, printers, telephone, and network components.

Pay Grade: 48

1. Two (2) years of field experience as a service desk/network/field technician in support of network installation, desktop configuration/troubleshooting, and/or printer configuration/troubleshooting; and

2. High school diploma or possess a GED; and

3. CompTIA A or Network Certification or higher.

4. Two (2) years of additional related experience may substitute for the certification requirement.

6. PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED.

1. Installs, tests, troubleshoots, and operates personal computer, telephone and network hardware and software components.

2. Receives and processes PC and telephone-related calls to the Service Desk, resolving basic issues via telephone, email, fax, and memo.

3. Locates and resolves PC/printer/telephone hardware and software issues using available tools.

4. Ensures that computer and telephone equipment is properly tracked, received, and relocated out/in for inventory repair.

5. Installs, configures, and troubleshoots PC to LAN connectivity in a Windows 7 and Cisco network environment.

6. Installs, configures, and troubleshoots desktop telephone to switch connectivity.

7. Utilizes group discussion, publications and other relevant sources to improve personal knowledge base and skill set.

8. Performs other related duties as required or directed.

1. Knowledge of PC architecture, peripheral products, tools, and repair technology.

2. Knowledge of Microsoft operating systems, with the ability to install and maintain desktop operating systems and productivity tools in a primarily Windows 7 environment.

3. Knowledge of Microsoft network architecture, including Microsoft domains and Active Directory Services.

4. Basic knowledge of networking ranging from switches to Cat 5 to fiber connections.

5. Able to diagnose and resolve PC and printer hardware and software issues using telephone, remote tools, and site visits.

6. Able to diagnose and resolve telephone hardware and software connectivity issues (TDM & VolP) using telephone, standard tools, and site visits.

7. Ability to participate in network/PC/IP-phone discussions, planning, and implementation processes.

8. Ability to demonstrate strong interpersonal/communication skills in all work efforts with customers, management, and co-workers.