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PC Support Analyst II
Notes for Recruiters:
Suppliers, please direct req inquiries to: email@example.com
A Bachelor's degree in an IT field is REQUIRED to be submitted to this req. Candidates who do not possess a minimum of a Bachelor's degree in an IT field will be rejected.
Duration: 6 months
SUMMARY OF POSITION: This position supports in-place technologies & technology users via defined procedures. The position reports to an IT manager and is part of a team responsible for providing desk-side support for computers, audio/visual, network, telecom, printing, mobile devices, technology configuration, and assistance for various Mallinckrodt business functions.
ESSENTIAL FUNCTIONS: 1. Provides timely technical support for personal computer system software, hardware, and network connectivity that cannot be resolved by the centralized User Support Center. 2. Installs, configures and troubleshoots desktop systems, workstations, network connectivity issues, instrument controllers, business network servers, audio/visual solutions, voice systems, printing solutions, and mobile device technologies. 3. Investigates and develops solutions for issues created by patches and virus activity. 4. Creates and maintains documentation on routine configurations and all specialty configurations. 5. Manages personal Track-It work ticket queue and site queues as assigned. 6. Schedule must be flexible to provide coverage as required between 7AM – 6PM local time, with the ability to work projects after-hours as required.
DEPARTMENT SPECIFIC/NON-ESSENTIAL FUNCTIONS: 1. Participate in staff/project meetings as required. 2. Develop understanding of general industry usage of supported technologies. 3. Develop basic understanding of business processes and business dependencies on supported technologies. 4. Develop relationships within IT and with supported customers to improve collaboration and teamwork necessary to accomplish organizational objectives.
MINIMUM REQUIREMENTS: Bachelor's degree in an IT field (computer science, information systems, etc.) with a minimum of 5 years' experience in a Desk-side Support role.
Skills/Competencies: • Technical Proficiency - Extensive working experience with required technologies and can handle advanced & complex tasks. Viewed as a "go to " person for hardware and operating system issues. • Analytical Abilities - Advanced problem-solving skills including working collaboratively with peer technical teams to analyze & resolve hardware and software issues on all platforms supported by desk-side. • Business Knowledge - Strong understanding of how supported technologies are 2 used in the business operation, consistently uses this knowledge effectively in daily support and handling unusual/critical issues. Participates on deployment planning efforts; collaborates with other IT teams and business groups for projects/deployments and/or troubleshooting efforts. • Communication skills - Strong verbal & written communication skills. Communications are complete & understandable to target audience; Demonstrates effective listening skills; Regularly handles difficult customers or situations effectively requiring sensitivity and diplomacy • Independence - Often works independently with only general direction; Appropriately keeps management informed of relevant issues • Administration - Handles a wide range of administrative tasks effectively while managing an overall task workload that may include technical activities Other Skills: • Phone usage and phone communications skills
WORKING CONDITIONS: Normal corporate office environment. The physical move of computers (both laptops and desktops), printers, and related hardware required.
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