A Technical Support Engineer or Analyst provides technical support as a part of an organization's information technology department, or assists customers with technical issues related to computer or technology products. Helps to maintain company computer and phone networks and troubleshoot problems Helps clients diagnose and solve computer or technology system problems.
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VETERANS PREFERENCE
General Purpose of Job This position provides technical assistance to end-users in supporting personal computers and other related computer hardware and peripheral devices; software installation; diagnosing hardware and software problems; assisting with the use of internal and external computer systems.
Job Specific Competencies Technical Proficiency & Problem Solving:
Demonstrates proficiency in using personal computers, mobile devices and peripheral equipment. Has a solid understanding of Microsoft Windows operating systems and MS 365 applications. Experienced in identifying and removing viruses and malware, as well as providing remote desktop support. Skilled in configuring, deploying and maintaining Windows print services and enterprise software. Quickly learns and applies knowledge of proprietary systems and customer information platforms. Customer service &
Communication:
Exhibits a strong customer service orientation with excellent interpersonal and communication skills, including written, verbal, and active listening abilities. Effectively engages with employees, management, vendors, consultants, and other stakeholders. Able to analyze and interpret job-related business publications and technical manuals. Proficiency in English is required, and Spanish language skills are considered an asset.
Confidentiality, Time Management, and Adaptability:
Demonstrates the ability to handle confidential information with discretion, while effectively managing multiple tasks, shifting priorities, and time-sensitive responsibilities in a calm and composed manner. Verification The above qualifications and competencies for this position may be verified through a combination of education, experience, interview questions and technical skills exercise(s). Essential Duties and Responsibilities This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of essential duties and responsibilities shall not be held to exclude other duties that may be assigned based on the needs of the cooperative.
Device and Software Setup & Maintenance:
Set up, configure, and maintain PC workstations, mobile devices, and associated software. Install and support operating systems (primarily Windows), Microsoft 365 applications, internet browsers, and print services.
Technical Support and End-User Assistance:
Provide technical support, guidance, and training to end users across all locations, including support for both PC and telephone systems. Troubleshoot, identify, and resolve hardware, software, and system issues using the company's ticketing system in a timely and efficient manner.
Documentation and Knowledge Management:
Maintain accurate documentation and provide instructional materials for end users on new devices, systems, or applications. Contribute to the IT Support internal knowledge base by adding and updating relevant information and solutions.
