PC Services Engineer, Sr

GENERAL SUMMARY OF POSITION: 

Under the direction of the Manager of PC Services, the PC Services Engineer provides second level support to end users and is involved in all aspects of PC Services, resolving hardware and software problems in a multiple platform environment, serving as a consultant on projects and may supervise PC staff.

MAJOR RESPONSIBILITIES:

• Develop review process, review and advise regarding company’s standard PC hardware platforms
• Develop review process, review and advise regarding company’s standard PC software suite
• Design, implement and maintain integrated configuration of company’s standard PC software suite
• Serve as primary escalation point for all problem/issues along with all members of the Support team
• Maintain and repair PC hardware
• Make critical business decisions daily with minimal supervision
• Prioritizes workload with minimal supervision
• Acknowledge and resolve user service requests utilizing the service request management system
• Frequently contributes to the development of standard principles, concepts and techniques
• Provide resolution to complex problems that require the frequent use of creativity and application of knowledge of other areas
• Interacts with management, and other senior level personnel on matters requiring coordination across organizational lines
• Represents the organization as a principle customer contact
• Works independently
• Acts as prime consultant on large projects that effect the organization
• Participation in assigned cross functional IS projects
• Preparation and presentation of  troubleshooting documentation via Help Desk FAQs
• Development of tools to assist other support specialists with their assigned tasks
• Performs other duties and responsibilities as required

REQUIRED QUALIFICATIONS:

• Some college education or formal training
• 7+ years of related experience
• Excellent oral and written communication skills
• Travel between off-site campuses

SUPERVISION RECEIVED:

Reports directly to the Manager of PC Services or designee

SUPERVISION EXERCISED:

May supervise other PC Services staff

ENVIRONMENTAL WORKING CONDITIONS:

• Ability to routinely lift up to 60lbs (monitors, PCs and printers)
• Provision of multi-site support as assigned
• Early & late shifts as assigned
• Full participation in departmental moves (including evenings and weekends as necessary)