PC Support Specialist

Job Description

Job Description

Role : PC Support Specialist

Location : North Hollywood, CA

Duration : 6 months (Possible Extension)

POSITION SUMMARY

Provides technical support to increase computer user and system efficiency. Investigates and resolves computer

user support requirements by answering questions about hardware and software. Installs, modifies, and makes

minor repairs to personal computer hardware and software systems, and provides technical assistance and

training to system users.

ESSENTIAL FUNCTIONS

1. Responds to telephone, voice mail, e mail, and in person requests for assistance from users experiencing

problems with hardware, software, networking, or other computer related technologies by answering, evaluating,

and prioritizing requests.

2. Determines source of malfunction by interviewing users on the telephone or in person to collect information

about the problem and leads user through diagnostic procedures to determine source of error. Determines

probable cause of problem (e.g. hardware, software, network, modem, printer, cables, and telephone) by

reviewing procedures and actions taken by the user. Instructs user to perform diagnostic procedures.

3. Analyzes functions, applications, and operations and evaluates existing and proposed solutions. Recommends

applicable solutions to resolve problems, minimize "down time", and / or improve efficiency.

4. Establishes PC performance by installing hardware, software, and peripheral components such as monitors,

keyboards, printers, and disk drives. Installs hardware and software upgrades.

5. Monitors network performance by performing preliminary problem isolation and determination and working

with appropriate technical areas / staff to resolve problems.

6. Teaches users on effective use of systems by answering questions, interpreting operating instructions, creating

user documentation, developing training materials, and providing references. May prepare and give technical

presentations on selected topics.

7. Evaluates software and hardware by testing ease of use and applicability. Helps improve programs by notifying

programmers or appropriate technical areas / staff of problems and recommending changes.

8. Improves systems, processes, and quality of services by implementing continuous improvement techniques to

analyze and identify areas for improvement.

9. Provides updates, status, and completion information to users and team leaders by voice mail, e mail, or inperson

communication.

10. Recognizes and performs preliminary evaluation of ergonomics related issues, including workstation setup and

furniture configurations, for any team members they contact.

11. Logs and tracks calls. Maintains history records, related problem documentation and prepares standard

reports.

12. Maintains technical knowledge by attending educational workshops and reviewing technical or trade

publications.

13. Supports the team by accomplishing related results as needed. Work assignments may include cross functional

or project team responsibilities.

Job Requirements : QUALIFICATIONS

Education and Experience

Trade school course completion, AA, or equivalent external training in computer repair (i.e. Microsoft Systems

Certification) which has provided both theoretical and practical knowledge in the field and demonstrated ability

to perform the essential functions of the job typically acquired through four or more years of directly related

experience; A Certification in personal computer maintenance and repair with continuing practical knowledge

in the repair field; or, may have a Bachelor's degree in related field (Computer Science, Mathematics, Engineering,

Quantitative Methods, etc.) and no prior directly related experience.

Knowledge, Skills and Abilities

Considerable knowledge and understanding of personal computer operations, diagnosis, and repairs including

networks (local and wide area), office application software packages, email, and PC operating systems. Thorough

skill proficiency in problem recognition, research, isolation, and resolution of personal computer hardware and

software concerns. Ability to apply advanced skills in area of specialization. Ability to implement and effectively

apply continuous improvement methods. Ability to adapt procedures, techniques, and / or processes to meet

special needs. Ability to work on assignments that are complex where considerable judgement and initiative is

required in resolving problems and making recommendations. Ability to manage several assignments

simultaneously through prioritization, impact analysis, and recognition of skill levels required to complete the

assignments. Ability to determine methods and procedures on new assignments and provide guidance to other

non exempt or hourly personnel. Ability to define problems, collect data, establish facts, and draw valid

conclusions. Ability to respond to inquiries and to effectively communicate and present information.

Ability to effectively demonstrate team member competencies and participate in goal setting, performance

feedback, and self development activities.

TYPICAL MENTAL AND PHYSICAL DEMANDS

While performing the duties of this job, the employee is required to sit. The employee frequently is required to

use hands to operate a computer and talk or hear. Regularly required lifting, moving, installation of

computers and peripherals weighing up to 50 lbs. Many require crawling and bending to install or work on

computer equipment, The employee is occasionally required to stand and walk. Specific vision abilities required by

this job include close vision. Also expected of the employee is regular attendance, the ability to work cooperatively

and professionally with others and members of the public, and the ability to manage multiple tasks at once.