Technical Services Technician I

Serves as the first point of contact for the end users seeking technical assistance.
The primary responsibility of the Technical Services Technician I is to troubleshoot issues, including researching, resolving and documenting technical issues associated with service requests from customers. The Technical Services Technician I will be able to identify when the situation will need to be escalated to the next level and will work closely with the appropriate parties to ensure customer satisfaction. Respond to Service and customer request (e.g. requests for new software, hardware installation) and trouble tickets (e.g. problems with PCs, laptops, laser printers, network access, e-mail access) according to service level agreements; fulfills service requests and document problem and resolution in problem management system. Provide a high level of service and availability for all business-related hardware. Perform business-related hardware repairs and services; assist users in the proper maintenance and operating standards of hardware equipment. Provide a high level of service for all business-related software applications.
Maintain and record inventory records of hardware and software purchases. Monitor a routine maintenance program for all computer peripheries to assure that clean and orderly environments are maintained.
Perform other related duties as may be assigned.

Skills:
Possess the knowledge of personal computer hardware and software, including Windows and Macintosh platforms, and state-of-the-art communications systems
Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures
Ability to write reports, business correspondence, and procedure manuals
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Education:
Associate's degree (A. A.) or equivalent from two-year University or technical school; or one to two years' related experience and/or training; or equivalent combination of education and experience. Physical Duties: Ability to bend, stoop, reach, stand, move from one area of the building to another on a regular basis, sit and use a computer for a long period of time. Manual and physical dexterity needed to operate a computer keyboard and handle paper documents. Sufficient near vision acuity to read information appearing on computer display screen, in hand-written forms, and printed on paper.
Adequate hearing and verbal abilities to communicate effectively in person and by telephone.
Ability to climb a 12 foot ladder.
Ability to lift and carry items weighing up to 50 pounds.

Associate's degree (A. A.) or equivalent from two-year University or technical school; or one to two years' related experience and/or training; or equivalent combination of education and experience. Physical Duties: Ability to bend, stoop, reach, stand, move from one area of the building to another on a regular basis, sit and use a computer for a long period of time. Manual and physical dexterity needed to operate a computer keyboard and handle paper documents. Sufficient near vision acuity to read information appearing on computer display screen, in hand-written forms, and printed on paper.
Adequate hearing and verbal abilities to communicate effectively in person and by telephone.
Ability to climb a 12 foot ladder.
Ability to lift and carry items weighing up to 50 pounds.

Skills: Required
CORRESPONDENCE DOCUMENTING GENERAL BUSINESS HARDWARE INSTALLATION COMMUNICATIONS SYSTEMS
Additional
INVENTORY INVENTORY RECORDS MAINTENANCE PCS PRINTERS SERVICE LEVEL AGREEMENTS TECHNICAL SERVICES TELEPHONE TROUBLE TICKETS SYSTEMS ENGINEERING TECHNICAL ASSISTANCE TRAINING

Languages:
English( Speak, Read, Write )