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)
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