PC Support Specialist

Summary:

Helps end users to resolve computer software and hardware problems via phone, email, or on-site. Sets up, installs, troubleshoots and repairs computer hardware, on Windows and Apple platforms.

• Receives telephone calls from users having problems using desktops or laptops, including a variety of software such as office productivity, design, and equipment control.
• Monitors helpdesk portal for incoming tickets.
• Prioritizes open problems, maintaining flexibility in scheduling so that high impact issues are addressed quickly.
• Communicates with users to learn the workflow procedures and find the source of the technical error.
• Answers questions, applying knowledge of computer software, hardware, and procedures.
• Requests user with problem to use telephone or remote control session and participate in diagnostic procedures, using diagnostic software, or by listening to and following instructions.
• Determines whether problem is caused by hardware, user error or external factors.
• Directly deals with external tech support as necessary to solve problems.
• Collaborates with team members to research technical problems and identify effective solutions.
• Handles highly confidential information/material and maintains strict control to prevent access or use by unauthorized persons.
• Creates technical documentation as required for both coworkers and end users.
• Receives, configures, and disposes of computers in adherence to the Garden’s established procedures and standards.
• Troubleshoots and repairs computers; installs operating systems, software and peripherals.
• Manages workload efficiently by coordinating assigned support tasks and following established support processes and procedures. Refers support issues to other IT staff when needed.
• Provides off‑hours and weekend troubleshooting, maintenance and support when required.
• Performs other duties, including Help Desk and weekend support duty, as assigned.
• Meets expected attendance guidelines.
• Follows and adheres to established policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies.
• Behaves and communicates in a manner that promotes and fosters a culture of teamwork and cooperation, within our division and throughout the Garden, with coworkers, supervisors/managers, volunteers, visitors and employees.
• Performs other duties as assigned.

This position has no supervisory responsibilities.

• Communication – Listens to others and asks questions for clarification;
  Writes clearly and presents information accurately;
  Speaks professionally and responds well to questions;
  Supports positive visitor relations.
• Collaboration – Demonstrates teamwork and promotes respect in the workplace;
  Engages in problem solving and group initiatives;
  Cooperates in implementing procedures and process improvements;
  Strives for positive visitor experiences.
• Accountability – Demonstrates commitment to responsibilities and adaptable to changes;
  Effectively prioritizes, troubleshoots and takes appropriate actions;
  Follows policies and procedures, meets deadlines, quality, and safety standards;
  Strives to proactively, address visitor and internal colleagues’ concerns.
• Problem Solving – Identifies and resolves problems;
  Includes supervisor before taking action as necessary;
  Recommends solutions, demonstrates creativity and resourcefulness;
  Exhibits sound and accurate judgment in decision making process;
  Includes appropriate people in making decisions.
• Stewardship – Promotes and adheres to sustainability, safety and security protocols;
  Fosters a culture of respect, diversity and inclusion;
  Demonstrates effective and prudent use of Garden resources;
  Maximizes contributions during work hours.

• Two plus (2+) years experience in progressive PC support environment, must be able to support, configure and maintain a variety of personal computers, software, hardware, and networking equipment.
• Ability to learn systems with little or no documentation. Continuous learning of new systems, business processes, and concepts is required.
• Basic network experience, to…