Desktop Support II Job at Wayne Farms
PRIMARY FUNCTION:
Primarily responsible for supporting and maintaining in-house computer and networking systems, desktops and peripherals, ensuring optimal workstation performance. Will troubleshoot problem areas in a timely and accurate fashion working with users to determine source of specific errors while recommending solutions, and providing training and assistance.
RESPONSIBILITIES AND TASKS:
Strategy & Planning
- Assist in developing long-term strategies and capacity planning for meeting future hardware needs.
- Analyze and evaluate incident reports, making recommendations to reduce help line incident rate.
- Assist in preparing, maintaining, and upholding procedures for logging, reporting and statistically monitoring P.C. performance.
- Support development and implementation of new computer projects and hardware installations.
- Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
- Aid in developing business continuity and maintaining current knowledge of plan executables, and responding to crises.
Acquisition & Deployment
- Manage hardware asset refresh and total lifecycle management of P.C. equipment.
- Recommend, schedule and perform P.C. hardware and peripheral equipment improvements, upgrades and repairs.
Operational Management
- Write and revise training manuals and procedures.
- Accurately document instances of hardware failure, repair, installation and removal.
- Develop training materials, and provide training on software and hardware.
- Evaluate and prioritize incoming requests for assistance from users experiencing hardware, software, networking, and other computer-related problems.
- Interview users collecting information regarding problem, and lead user through diagnostic procedures to determine source of error.
- Install, configure, test, maintain, monitor and troubleshoot user workstation hardware, networked peripheral devices, and networking software and hardware products.
- Perform analysis, diagnosis and resolution of complex P.C. problems.
- Test software and hardware, evaluating ease of use and performance.
- Develop and maintain inventory of monitors, keyboards, hard drives, modems, printers, scanners and other peripheral equipment.
- Construct, install and test customized configurations based on various platforms and operating systems.
- Provide updates, statuses and completion information.
SUPERVISORY RESPONSIBILITIES:
- None. This is an individual contributor position. Competencies required: Functional/Technical Skills, Action Oriented, Problem Solving, Learning on the Fly and Interpersonal Savvy.
MINIMUM EDUCATION AND EXPERIENCE:
Level I
- High School Diploma.
- Minimum 2 years’ computer and equipment support experience.
- Hardware or Software Certification.
Level II
- Associate’s Degree in a related field from an accredited institution OR six years equivalent education and experience.
- Minimum 4 years’ computer and equipment support experience.
- Hardware or Software Certification.
PREFERRED EDUCATION AND EXPERIENCE:
Level I
- Associate’s Degree in a related field from an accredited institution.
Level II
- Bachelor’s Degree in a related field from an accredited institution.
REQUIRED TECHNICAL SKILLS:
- Excellent technical knowledge of network and PC hardware, including mobile and wireless equipment.
- Hands-on hardware troubleshooting experience.
- Technical knowledge of network protocols, operating systems and standards.
- Ability to operate tools, components, and peripheral accessories.
- Ability to conduct research on P.C. issues and products.
PERSONAL ATTRIBUTES
- Effective interpersonal and relationship-building skills.
- Strong written and oral communication skills.
- Ability to communicate and present ideas in user-friendly language.
- Ability to conduct research into a wide range of computing issues.
- Ability to absorb and retain information quickly.
- Self-motivated and directed, with keen attention to detail.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Ability to work in a team-oriented, collaborative environment.
- Strong customer-service orientation.
REQUIRED PROBLEM SOLVING SKILLS:
- Ability to comprehend technical manuals, procedural documentation and OEM guides.
- Proven analytical, evaluative, and problem-solving abilities.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to interpret an extensive variety of technical instructions in written or diagram form and deal with several abstract and concrete variables.
- Ability to understand and interpret data while drawing logical conclusions based on available inputs.
- Critical thinking skills in standardized situations as well as non-routine problems.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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