Utica, NY 13501
The Computer Technician s II role is to support and maintain in-house computer systems, laptops, phone systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and related equipment while ensuring optimal workstation performance. The position will be skilled in higher end Desktop and Network level II troubleshooting skills. The person will also address complex problem areas in a timely and accurate fashion and provide end-user training and assistance where required.
Activities include but are not limited to the following:
Works with end users to resolve Desktop, Network, application software, system and hardware problems upon request in accordance with required service levels.
Troubleshoots and resolves Level II (advanced) computer and Desktop issues.
Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
Installs, configures tests, maintains, monitors, and troubleshoots end user workstation hardware, networked peripheral devices and other equipment.
Performs on site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and implement corrective hardware solutions, including offsite repair as needed. Coordinates with the Help Desk for assignment of trouble calls.
Recommend, schedule, and perform PC, hardware and equipment improvements, upgrades, and repairs.
Supports remote sites user needs through site visits on both an emergency and scheduled basis.
Works with users to maximize use of technology for productivity, accuracy and meet regulatory requirements
Coordinates with vendors for external support of computer and telephone systems.
Establish a work environment that creates positive communication between supervisors and employees and assimilates new employees to the Agency s culture, values, and mission.
Ensure compliance with all pertinent government and agency regulations and operating standards
Associates degree in computer science and 5 years minimum experience.
Strong technical knowledge of PC, telephone and network hardware including agency standard hardware and software including:
o Win XP/7, MS Office 2007/2010 (Word, Excel, PowerPoint, Access, Outlook)
o E-mail: Outlook, Webmail, Exchange 2007/2010
o Network: Windows 2007/2012, MS Active Directory and Domain Controllers, Ethernet and fiber data wiring; Voice wiring and Nortel systems.
o Cisco/Linksys routers, switches and hubs, wireless technology
o Telecommunications: VPN, Cable modem, DSL, Point-to-point, Secure School,
o Software applications: Ultipro, Great Plains Dynamics, On-Base Document Imaging.
o Hardware: PC s, Laptops, iPads, IPhone, and Android smart phones printers, monitors, PDA s
o Audio/Visual technologies: Projectors, sound equipment, cameras, mixers, microphones, wireless equipment, virtual meeting software such as Webex/Go to Meeting.
o Telephony: Nortel Norstar equipment, phone switches, demarks, voice mail systems, wireless and cell phone technology.
Advanced Computer applications skills as per agency standard matrix.
Strong customer service focus.
Project Management Skills
Excellent verbal, written, listening, and interpersonal communication skills.
Ability to work closely with people in a problem resolution mode.
Ability to present concepts in user-friendly language
Must have a valid Driver s License
Must possess the ability to make independent decisions when circumstances are warranted.
OSHA work class D.
Must have full sight and hearing with fluency in the English language.
Must be able to sit for long periods. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position without compromising workflow and efficiency.
Ability to lift and transport up to 50 lbs.
Requires three or more hours per day working on computer equipment.
Travel is required
WORK CONTACT GROUP
All staff, individuals at sites, visitors, family members, vendors, various regulatory and professional agencies.
SUPERVISED BY: Information Systems Operations and Records Manager