JOB SUMMARY:

The Computer and Telecom Support Tech responds to computer support requests and manages assigned tasks. Tasks and requests involve computer and telephony setup | configuration, hardware | software trouble shooting, and following inventory procedures. The IT Computer and Telecom Support Tech I is required to work with the entire IT department as well as assist the Computer and Telecom Support team administer desktop management, computer updates and system monitoring.

JOB SPECIFICATIONS AND CORE COMPETENCIES

Essential Functions:

• 20% Engage in providing professional technical assistance within areas of responsibility in support of Community Helpdesk services. Provide reliable technical expertise by providing accurate and quality support of computer and telecom equipment for the organization.
• 10% Manages IT support Service Desk queues daily and ensure support requests are assigned to the appropriate IT support group. Provide both remote and in person assistance to facility end users work-stations and remote assistance to work from home end users work-stations.
• 25% Install and support all CHC approved software as required on desktop and laptop computers. This includes Microsoft Office products and other software products supported by the IT department
• 10% Assist IT Telecom with minor admin tasks: This includes deploying and moving phones within the organization. Create and modify user accounts in Avaya, Microsoft Lync and Unified Messaging Systems.
• 10% Coordinate resource allocation by supporting use of media collaboration tools including projectors, video/audio conferencing and wired/wireless access for guest meetings/presentations. Perform a routine check on all conference room media equipment
• 10% Assist in routine administration of computer updates and system monitoring including latest Microsoft, Bios, Firmware, driver and anti-virus updates and application presence and usage.
• 10% Assist in checking inventory of hardware (desktop and laptop computers, wireless devices, printers and phones).

Marginal Functions:

• 5% Assist in the implementation process for related workstation projects including computers/printers/projectors/fax/ mobility upgrades and software rollouts
• Other duties may be assigned

Reports to Position Title: Manager Service Desk
Employees Supervised Titles: N/A

MINIMUM QUALIFICATIONS:
Education/Specialized Training/Licensure:

Required:

• High School degree, GED or equivalent
• ITIL certification or obtained within 6 months of employment.

Preferred:

• Microsoft Certified Desktop Support Technician and Fundamental IP-PBX training is highly desirable.
• Microsoft Certified Desktop Support Technician preferred.

Work Experience (Years and Area): This is an entry level position for IT

Software Proficiencies: Microsoft Office (Word, Excel, Outlook)

Other: Some late nights and weekends required for system upgrades and special projects. This candidate must be organized and demonstrate proficiency in Windows Operating Systems, Office Applications, and comfortable leaning new technology and skills as required.

Job Family/Job Title Competencies:
Problem Analysis
Attention to Detail
Analytical Thinking
Above Average Verbal
Writing /Composing