PC Refresh Business Tech Support Analyst

Job Description

Description of Position:
Provides day-to-day workstation replacement services for the Annual Information Services PC Refresh. Removal of old workstations and installation of new workstations. Imaging and configuring new workstations including peripherals, software, and network printers. Work with users to validate functionality after replacement and assist with any issues. Perform wire management for ease of troubleshooting and user / equipment safety. Surplus any old equipment to ensure proper disposal according to departmental best practices.

Professional who applies acquired job skills, policies, and procedures to complete substantive assignments/projects/tasks of moderate scope and complexity; exercises judgment within defined guidelines and practices to determine appropriate action. Applies professional business / technical support concepts to resolve hardware, software, and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action. Provides escalated, broad technical support. Plans and implements hardware and software upgrades. Troubleshoots resolves or appropriately triages moderately complex network connectivity issues.

Refresh is typically conducted during non-peak business hours in order to reduce impact to end users (afternoons, early mornings)
o Hours worked can vary depending on site needs
Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results, and producing reports of conclusions and recommendations.
Experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc.
Demonstrated skill in configuring, troubleshooting, and supporting escalated end-user client systems including desktop, laptop, and mobile computing devices.
Broad knowledge of enterprise system functions, dependencies, and interactions and ability to use this information to troubleshoot.
Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.
Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner.
Demonstrates problem-solving skills.
Working knowledge of desktop and business / technical support systems.
Demonstrated judgment to delegate/escalate issues appropriately.
Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization.