Analyzes and evaluates personal computer (PC) products and systems available; analyzes products for compatibility, expandability, ease of use and support. Participates in the configuration and customization of products. Plans, designs and installs the most complex PC systems, providing direction and training to less experienced PC Analysts. Implements approved protocols to standardize hardware configuration and applications.
Creates and communicates status reports in accordance with department standards.
Assembles, configures, and tests new equipment, and coordinate with vendors to resolve technical issues.
Utilizes, defines and installs complex microcomputer and LAN applications and configurations for both Hardware and Software.
Troubleshoots and remedies complex Desktop/LAN/Application problems that span systems.
Develops and implements maintenance and back-up plans.
Defines and implements appropriate equipment allocation processes and maintains the asset tracking system.
Resolves problems, or follows proper escalation process within defined SLA timeframes; sets expectations for resolution with customers on issues that have escalated outside of the pre-defined time frames.
Identifies and corrects problem hardware/software trends.
Validates that SOW and/or SLAs are complete, accurate, and understood by customers and coworkers.
Provides education and technical support to successfully meet needs of co-workers.
Follows up with customers on completion of task/problem using defined follow-up process.
Ensures that escalated calls are closed with quality resolution for both customer and department.
EDUCATION: Bachelor's degree, or an equivalent combination of relevant education and experience.
EXPERIENCE: Three (3) years of desktop computer experience. Additional experience may substitute for education requirement on a year-for-year basis.
LICENSURE OR CERTIFICATION: None required.