End User Support I

Position provides implementation and maintenance of all desktop/laptop computer capabilities in a complex network environment.

General :

• Position provides support for installation, maintenance and troubleshooting of desktop/laptop computer systems and associated peripherals.
• Peripherals may include printers, scanners, PDAs, cameras, networking equipment, and others.
• Responds to trouble calls from users as assigned, and assists with maintenance of the local area network.

Position Specific: MG

• Conduct support for all desktop and laptop systems utilizing Windows operating systems to include:
• Installing new PC’s and related client applications with full network capabilities.
• Configuring PC’s for local access security, web security, anti-virus protection, spyware protection and Operating System security patches.
• Installing and configuring VPN and remote management software.
• Repairing hardware malfunctions within limits of vendor’s warranty support.
• Installing and configuring network printers.
• Perform network administration for Microsoft Active Directory and IDX user accounts to include:
• Account creation
• Troubleshooting and password assistance
• Account disabling and deletion
• Provide user assistance with basic operations of Office applications such as MS Word, Excel, and PowerPoint.
• Provide user assistance with Clinical Applications such as IDX, Touchworks, SCAN and Dragon Medical One across the entire campus.
• Troubleshoot network connectivity issues to the local closet level. Assist network engineer with peculiar location technical requirements.
• Maintain physical security and desktop inventory applications.
• Perform other duties as assigned.

• High School plus a minimum of three (3) years’ experience in network and desktop support.
• Works effectively with Microsoft systems.
• Competency designations are desired, but proof of detailed training or specifically applicable experience may be accepted.
• Must have a detailed knowledge of personal computer (PC) hardware, operating systems, and common application suites such as Microsoft Office.
• A demonstrated ability to systematically analyze computer hardware and software problems; working knowledge of common troubleshooting techniques and tools used and a demonstrated ability to communicate well verbally and in writing is needed.

DEFINING CHARACTERISTICS:

• Some technical training, college level courses, and/or work experience in related technical field
• Minimum of three (3) years’ experience in network and desktop support
• Directly supervised
• Tier 1 experience: support for installation, maintenance and troubleshooting