Description

• Troubleshoots, identifies, isolates, and works to resolve/repair problems involving software, hardware,
peripheral, or network problems; tests equipment and identifies equipment malfunctions; initiates
appropriate action to correct software errors, recover data, and/or obtain maintenance; communicates
with software/hardware service representatives; provides information concerning operational and/or
mechanical problems through help desk ticketing system.
• Provides technical support for various events, presentations, and meetings including setting up computer
equipment and devices and training users in their operation.
• Makes recommendations regarding repair, replacement, or upgrade of hardware and software.
• Performs diagnostic operations in response to service requests, using logic and troubleshooting
methodology.
• Provides training, information, and assistance to users regarding operations, procedures, problems,
software functions, and other related issues.
• Monitors working conditions of computers and peripheral devices; performs computer and peripheral
device maintenance; performs preventive maintenance functions as needed.
• Evaluates new software; inspects computers for potential viruses and malware.
• Maintains existing hardware and software; relocates and re-configures hardware; transfers data files.
• Identifies data errors or equipment malfunctions; initiates action to correct errors, recover data, and
obtain maintenance; initiates communication with service representatives and provides information
concerning operational and/or mechanical problems.

• Works with teammates to maintain documentation of system activities, operations, modifications,
maintenance, and other activities.
• Answers the telephone; provides information, guidance, and assistance; takes and relays messages
and/or directs calls to appropriate personnel; returns calls as necessary.
• Responds to questions, problems, and requests for information/assistance from employees.
• Communicates with supervisor, co-workers, other departments, and vendors as needed to discuss work
in progress, exchange information, resolve problems, coordinate equipment needs, and provide
operational support.
• Maintains a working knowledge of various operating systems and software programs to operate
hardware efficiently and effectively.
• Maintains an awareness of new products, trends, and advances in the profession; reads professional
literature.
• Completes tasks regarding the setup of desk phones for new and existing employees. Assists with the
configuration, operation, and management of desk phones.
• Runs and installs low voltage cabling such as network and HDMI.
• Recommends policies and procedures that guide and support the provision of quality services by the
Department.
• Incorporates continuous quality improvement principles in day-to-day activities.