Job Code: KM06-004
The IT Specialist position provides primary customer service and technical support for the IT needs of GNF scientists and administration. This includes network, hardware, printers, faxes, software and other end-user specific products. In addition, assisting end-users, via telephone, using remote control software to access their computers for troubleshooting, and desk-side support for computer maintenance, training and upgrades. Also, serves as an interface between the Institutes end-user community and Department of Information Technology support staff.
CHARACTERISTIC DUTIES AND RESPONSIBILITIES:
•Works with direct supervision, primary focus is on resolving technical computer, network and software related issues, over the phone, by remote control or in person for PC’s and Mac’s, escalating issues as necessary, and providing formal and informal end user training on a broad range of computing hardware and software products and services.
•Utilizes Service Management software for incident tracking, Deployment and Asset Management (Altiris).
•Provides resolution for PC and MAC desktop hardware, software, LAN, WAN, E-mail, web, Internet, Intranet, Administrative, Scientific Computing, LAB Ops, and Facilities related problems.
•Apply technical experience and logic to assist customers in problem resolution. Utilizes remote control tools as necessary to resolve computer related issues.
•Exercise good judgment in prioritizing incidents and escalating them to the next level of support when necessary.
•Utilize Service Desk Management tools (Altiris) to gather information, log and track problems and record resolutions. Add clear and concise documentation for data entry to Knowledge base as new problem resolutions are discovered.
•Utilizes Asset Management tools (Altiris) to change asset associations (location & user) when performing new hire and moves of computer equipment.
•Utilize Knowledge bases and expert systems when resolving problems.
•Familiar with escalation procedures and ensure technical issues are correctly and efficiently executed.
•Build and install new computer systems or upgrading existing supported GNF computer equipment.
•Perform hardware upgrades. Perform Hard Disk imaging.
•Understand the Institutes scientific and administrative technologies and end-user expectations.
•Provide input toward processes and procedures and trouble shooting documentation for end-user community and knowledge base.
•Prefer individual with an undergraduate degree in Computer Science, Information Systems or Business or significant related work experience and enthusiasm can be used as a substitute.
•Microsoft, CompTIA, HDI certifications.
•Printer maintenance and repair skills.
•2 years experience in a technical end user support field in a corporate environment.
•2 years experience with the configuration and troubleshooting of desktop operating systems and hardware in a computer network environment.
•2 years experience in a technical Service Desk support role.
•Experience in large 1000+ user environments.
•Excellent troubleshooting skills and experience with multiple diagnostic tools.
•Strong communication (both written and verbal) and interpersonal skills.
•Experience with automated software deployment products, Remote Control Software
•Experience multi-tasking in a fast paced complex environment
•Experience using and extending the Altiris suite of products
•Active Directory, Citrix, Unix, Linux and Mac, computer network experience
•Microsoft Office 2007 including Outlook - Exchange email, calendar and database knowledge
Send CV/resume as attachment to the email address listed below (please include job code).