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How will this role impact First Command?

The Desktop Technician’s role is to provide a single point of contact for end users to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC, desktop telecommunication, and edge network hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required.

What will the employee do in this role?

Strategy & Planning

Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.

Acquisition & Deployment

Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.
Write technical specifications for purchase of PCs, desktop hardware and related products.

Operational Management

Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on.
Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment.
Where required, administer and resolve issues with associated end-user workstation networking software products.
Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.
Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers.
Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
If necessary, liaise with third-party support and PC equipment vendors.
Configure, test, maintain, monitor, and troubleshoot end user telecommunications hardware, telephony devices, and voice/data hardware products.
Receive, prioritize, and respond to incoming calls, pages, and/or e-mails regarding equipment and/or connectivity problems.
Perform on-site analysis, diagnosis, and resolution of complex telecommunications problems for a variety of end users and recommend and implement corrective hardware solutions.
Accurately document instances of software or hardware failure, repair, installation, and removal, and other work requests.

Skills & Qualifications

Education

College diploma or university degree in the field of computer technical operations and/or 2 to 3 years equivalent work experience.
Certifications in network, desktop hardware, and/ or VoIP technology are preferred.

Work Experience

Experience with building and deploying standardized desktop images.
Experience with software package management, image management, and change management for desktop.
Experience in working in an environment where desktop users do not have full administrative privileges on local computers.
Excellent technical knowledge of PC and desktop hardware, including Windows 7, Windows 8, and Macintosh.
Excellent technical knowledge of PC internal components, including component level hardware replacement and system optimization.
Hands-on hardware troubleshooting experience.
Extensive equipment support experience with desktop computer, mobile phone devices, desktop accessories, and VoIP user end-station equipment.

Required Knowledge, Skills and Abilities

Working technical knowledge of current protocols, operating systems, and standards, including TCP/IP and SIP.
Working technical knowledge of PBX, voice mail, interactive voice services, call management systems, and telecommunications accounting systems, including Microsoft Lync and Interactive Intelligence CIC.
Strong hands-on knowledge of the installation, implementation, and maintenance of telecommunications equipment, video teleconferencing equipment, and voice/data equipment, including Microsoft Lync and Interactive Intelligence CIC.
Working technical knowledge of current telecommunications practices, protocols, and principles, including SIP and other VoIP protocols.
Hands-on experience installing and troubleshooting cabling and wiring systems.
Ability to operate tools, components, and peripheral accessories.
Able to read and understand technical manuals, procedural documentation, and OEM guides.



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