Job Title:                 

PC Support Technician – Work At Home

Department:           

IT

Reports To:

Site Support Supervisor

Location:     

Great Falls, MT

Duties/Responsibilities:

·         Provides support to the employees working in NEW’s virtual call center.

·         Installs, upgrades and maintains desktop hardware and peripherals for WAH

training facilities.

• Installs, upgrades and maintains desktop operating systems and applications on systems used in the WAH training facilities.
• Provides technical assistance and training to end-users.
• Assists employees with remote access connectivity.
• Responds to problem/service requests on production systems within timeframes determined by SLAs.
• Works with Microsoft and Telco engineering teams to diagnose problems with WAH technologies.
• Deploys desktop images using Ghost and LANDesk technologies. 
• Provides MAC support on Avaya VoIP telecom system.
• Assist in set up and break down of WAH training classrooms.
• Support and assist Service Desk technicians.
• Maintain hardware and software inventory.
• Create and maintain end user documentation and SOPs.
• Participate in after-hours, on-call support.

Knowledge/Skill Requirements:

·         A minimum of 2 years of PC hardware/software support experience. 

·         Knowledge of computer hardware and software technologies. 

·         A+ certification desired.

·         Familiarity with Microsoft desktop operating systems and desktop applications. 

·         Microsoft certification helpful.

·         Basic understanding of telephony and experience with Avaya VoIP administration.

·         Familiarity with networking and voice/data cabling.

·         Hands on experience with Symantec Ghost imaging software.

·         Experience supporting remote access technologies, particularly Citrix Metaframe.

·         Experience with various broadband technologies, including DLS, cable and FIOS.

·         Familiarity with remote control technologies such as Dameware.

·         Strong troubleshooting and organizational skills required.

·         Ability to multi-task and must be results-oriented.

·         Exceptional customer service orientation and strong communication skills essential.

·         Ability to lift PCs and monitors.  Must be able to work extra hours as required. 

·         College degree a plus.

Classification:

Non-exempt