This is a full-time non-exempt position that is responsible for technical work in operating, installing, troubleshooting, and repairing equipment and software used in a computer system. The primary role for this position is to monitor and solve issues submitted through a help desk. This includes all technology aspects of the organization such as but not limited to laptops, desktops, VoIP phones, mobile phones, and peripherals. Conduct research on trends in the helpdesk to resolve long term issues. The primary work hours will be Monday through Friday, 8:30 am to 4:30 pm with a 1/2 hour lunch (37.5 hrs/week) unless otherwise agreed upon. Responsible to perform routine technical duties in operating a variety of input, output, and external storage devices which are part of an electronic computer system. The position will typically work in a microcomputer environment providing hardware and software support to users including but not limited to software training, technical advice on software packages, Cloud based backups, hardware and software installation and troubleshooting peripheral malfunctions. The position will also be involved in developing user documentation.
As with all WCSI positions, it is the expectation that employees adhere to WCSI, County, State and Federal guidelines, regulation, policies and laws which govern the business and service of WCSI. This position requires the employee to perform their daily job duties and responsibilities in a structured work environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following. Other duties may be assigned as deemed necessary by management.
Install and issue new computers, printers, drives and peripherals. Report discrepancies of invoices to the IT Manager and arrange for replacement of defective or incorrect equipment. Install and test operating systems, menus and application software. Disconnect, move, reconnect, and test computers reassigned to new locations. Responsible for setting up special demonstrations. Clean and maintain computers and peripherals. Replace toner cartridges and maintain toner inventory. Assemble and connect telephone and network infrastructure and patch cabling. Develop and provide hardware and software training for staff. Provide hardware and software support for satellite offices. Maintain database of current hardware using Asset tracker utilizing SharePoint and tagging assets. Receives equipment from termed employees upon leaving the organization. Provides documentation to HR for any missing or broken equipment. Configures and sets up network user accounts. Monitor cloud backups of user’s files and perform file restore operations as requested. Ensure timely installation of software patches and updates. Completes testing on updates to monitor the performance of the devices. Perform user account maintenance including adding, changing, deleting user access, file management, network configuration, and password maintenance. Prepares
purchase orders when needed. Identifies, diagnoses, and resolves problems for user’s agency computer software and hardware. Communicates solutions to end-users. Provides one-on-one end-user problem resolution over the phone, email, and remote support session for agency and provider employees. Configures computer (PC) software to the end user’s satisfaction and organizational standards. Sets up, and assists in the configuration of end-user device hardware, software, and peripherals. Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, and local-area network access problems. Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements. Performs minor desktop hardware repair for PC computer equipment covered by third-party vendor maintenance agreements. Helps install local area network cabling systems and equipment. Assign users and computers to proper groups in the active directory. Maintain up to date software licenses and software upgrades as required. Document internal procedures and develop/write training manuals. Conduct research on IT solutions involving equipment and procedures. Collaborates with Staff Development Specialist to both assist with technical issues regarding organizational purchased software and develop/schedule trainings with respect to IT. Prepare leased devices for return by performing a wipe on all hard drives, installing basic OS, and packaging devices in their original packaging.
This job has no supervisory responsibilities. The PC/Network Support Technician reports directly to the IT Development & Services Supervisor and may take direction from the IT Manager, CFO and/or the CEO.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
A degree with major course work in data processing; or graduation from high school and one (1) year of experience and one hundred (100) hours of formal training in the use of computing and information technology resources.
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 the organization.
Certificates, Licenses, Registrations:
Valid PA Driver’s License, Proof of Valid Auto Insurance, Act 34 (Criminal Record), and Act 33 (Child Abuse) and FBI Clearance. There will be monthly screenings of PA Medicheck List, LEIE and SAM.
As a requirement of employment, certain personal information (Birth Date, Driver’s License, Diplomas, Transcripts, etc.) can be shared in a confidential communication as related to regulations, licensure and/or insurance carrier contracts.
ENVIRONMENT, PHYSICAL and MENTAL CONDITIONS
While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel and to talk and hear. The employee is occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, crawl, or climb. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision.
While performing the duties of this job, the employees regularly works in an office environment and is occasionally exposed to outside weather conditions. The work is generally performed in a distributed environment and involves applying technology to manage information for the business area in accordance with applicable standards. Duties performed with considerable independence and are subject to review by an administrative or technical supervisor for quality of applications developed, the operational performance of the network and/or support services being provided.
It is WCSI’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with disabilities.