Personal Computer Support Technician
The Personal Computer Support Technician supports activities of the Federal Aviation Administration (FAA) Mike Monroney Aeronautical Center (MMAC) Enterprise Services Center (ESC) by providing assistance related to a distributed PC / networking environment, which includes installation, testing, repair and troubleshooting for stand-alone PCs, PCs linked to networks, printers, and other computer peripherals. Additionally, this position performs technical, operational and training support to users of personal computers, either by telephone or onsite, for PC desktop hardware and software packages.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.
Troubleshoots computer problems, performs hardware and software diagnostics, and coordinates needed repairs. Installs and tests personal computers, printers and other peripherals.
Performs software installations and configurations. Configures operating systems, loads shrink-wrap programs and other application software programs.
Resolves computer system problems, which includes the coordination between users and components of a local area network. Participates in the evaluation of system configuration and software.
Logs all corrective actions and events using Remedy Information Technology Service Management (ITSM) software tool.
Closely monitors all incoming event traffic. Resolves issues within the Service Level Agreement specified timeframe. Escalates more complex issues that cannot be resolved to the appropriate service area for resolution.
Under general supervision, designs local area networks (LAN) of mini / microcomputers for office settings. Establishes and maintains LAN security.
Provides detailed assistance in the maintenance, administration, and operation of mini / microcomputer software.
Performs detailed comparisons of various automation approaches.
Keeps management informed as to status of projects, problems or other outstanding project related issues.
Performs all tasks with a high level of professional and courteous customer service. Conducts follow-up inquiries to ensure all work is completed to the customer’s satisfaction.
Responsible for aiding in own self-development by being available and receptive to any training made available by the company.
Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output. Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions to the best of own ability.
High school diploma or general education degree (GED) and a minimum of four (4) years directly related experience.
A Bachelor’s degree in a technically related field of study such as Computer Science or Information Systems may be substituted in lieu of work experience with one year of formal education being equivalent to nine months of experience, not to exceed a total of eighteen months.
Certification as a Microsoft Certified Solutions Expert (MCSE) or Certified Novell Engineer (CNE) may be substituted in lieu of work experience not to exceed a total of six months.
CERTIFICATES / LICENSES / REGISTRATION
Ability to pass an FAA background investigation to work in a position of Public Trust
Microsoft Certified Solutions Expert (MCSE) or Certified Novell Engineer (CNE) preferred but not required
CompTIA A+ Certification, and/or HDI / ITIL professional certification(s) preferred but not required
JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES
Operational knowledge and understanding of the tools, concepts, practices and procedures related to an IT Help Desk Support environment
Operational knowledge of ITIL terminology and best practices
Working knowledge and proficient understanding in the use of Active Directory and Remedy ITSM software with ability to log tickets correctly and efficiently
Proficient knowledge and ability to troubleshoot computer hardware / software issues
Excellent verbal, written, and telephone communications skills with ability to interact and communicate with all levels of staff
Exceptional customer service skills with ability to respond to requests in a professional, helpful and timely manner
Excellent problem resolution skills with ability to properly and successfully address customer needs / requests
Ability to use tact in handling difficult individuals and/or situations
Solid critical thinking skills with ability to identify, analyze and resolve problems / issues
Ability to work in a fast-paced, stressful environment and to learn / apply new knowledge
Excellent analytical skills with ability to troubleshoot computer / network related issues.
Detail-oriented with ability to manage multiple projects and priorities
Ability to effectively work both independently and in a team environment for the successful achievement of goals
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
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.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Work is primarily performed in an office environment. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate hand tools, computers, and/or controls. Required to speak and hear. Frequently required to stand on ladders or objects, walk and stoop, kneel, crouch, or crawl under or behind objects. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Minimal risk of electrical shock.