Under supervision, diagnoses and resolves hardware and software problems for PC's, printers and mobile devices. Configures and installs software on workstations. Provides troubleshooting to readily identify and solve platform problems and/or technical issues or knows when to escalate to appropriate staff for assistance in resolution. Is available to Legislative Workstation Specialist – ENT for assistance in customer issue resolution and knows when to escalate complex problems to a Legislative Workstation Specialist- ADV for further resolution.
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Education and Experience
- Education: Degree (accredited) in Computer Science, MIS or similar area of study, or in lieu of degree, High School Diploma or GED (accredited) and 4 years of relevant work experience
- Experience: 3 years of relevant work experience (in addition to education requirement).
- Troubleshooting workstation, printer and mobile platform problems and issues.
- Problem solving and analytical skills.
- Knowledge of Office 2010 functionality.
- Knowledge of Office 2013+ desired.
- Knowledge of Windows based PC systems, hardware and software.
- Ability to conceptualize end user steps and processes to readily simulate the process the
user undertook. - Effectively communicate with staff, management, end users, and other customers.
- General knowledge of mobile platforms (tablets and smartphones)
- Proficiency with all forms of printers.
- Team player
- Ability to pick up new concepts easily with a passion to learn and self-motivation
- Ability to multi-task effectively
- Self-assured and able to resolve customer issues with tact and diplomacy
To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other relevant duties may be assigned.
- Identifying, researching, diagnosing, and resolving customer issues, striving for first call resolution whenever possible
- Provides functional support of both in-house and Microsoft Office 2010 applications.
- Repair and maintain equipment by assembling/disassembling equipment and identifying and
replacing errant components. - Isolates and can reproduce situations to properly evaluate issues.
- Has knowledge of and can recommend software or hardware solutions to resolve technical
issues. - Can identify and resolve issues with mobile devices, including smart phones.
- Knows when to escalate problems.
- Seasonally, and possibly other times, the ability and desire to work overtime (receive
time off equal to overtime worked) - Identifies any minor or major violations to the Legislature's acceptable-use policy and
recommends appropriate actions to supervisor. - Becomes familiar with and adheres to all Legislative Technology policies.
- Uses hand-cart/dolly to move heavy equipment as needed.
- Crawl under desks to install computer systems.
- Document user, support and maintenance procedures.
- Answering inbound calls to Legislative Information Services.
- Ability to explain to co-workers and others the solutions and techniques used in resolving
customer issues. - Communicates effectively by keeping supervisor informed of issues affecting performance.
- Communicates effectively in written form, by email, by phone or in person and documents these
communications. - Reads and comprehends Legislative technology policies in order to communicate the meaning of them
to users. - Uses various methods to perform research from technical knowledge base and other resources.
- Determines hardware usability (repair or replace) by detailed inspection when needed.
- Assesses the value of used equipment to determine the disposition and initiates the surplus
process if needed - Evaluates multiple hardware instances for the need to enhance/upgrade components in
equipment including memory, hard drive, etc. - Communicates effectively with outside vendors while representing the Legislature in a
professional manner.