Senior IT Support Technician

Job Summary

Support and maintain in-house computer systems, desktops, and peripherals.  This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance.  Troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.

This position is located in Frederick, Maryland, in office 5x/week. 

Job Responsibilities

• Support and maintain in-house computer systems, desktops, and peripherals.  This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance.  Troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required
• Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems    
• Evaluate, prioritize and respond to service requests with a resolution
• Perform analysis and diagnosis of complex PC problems for end users, and recommend and implement solutions
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products
• Develop and maintain an inventory of all IT assets including history of hardware failure, repair, installation and removal
• Construct, install, and test customized configurations based on various platforms and operating systems
• Responsible for proactively managing desktop environment by analyzing and correcting issues as identified, and regularly reporting critical metrics and issues to management
• Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.
• Work with end users to identify and deliver required PC service level
• Perform periodic system maintenance
• Place and escalate vendor service calls when necessary to resolve hardware or software failures
• Conduct research on computer products in support of PC procurement and development efforts. Evaluate and recommend products for purchase
• Write technical specifications for purchase of PCs, networking hardware and related products
• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
• Support development and implementation of new computer projects and new hardware installations
• Assist in preparing, maintaining, and enforcing procedures for logging, reporting, and statistically monitoring PC performance
• Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans
• Coordinate with end users and technical staff to implement and maintain systems that utilize industry best practices to meet business objectives, while maintaining the security and integrity of the data, system and network
• Develop project plans, provide direction and coordinate project activities associated with the installation, evaluation, implementation, and maintenance of business solutions and when required, manage a small project team to implement chosen solutions that require Information Technology expertise
• Review and monitor the progress of projects to ensure accuracy and timeliness and provide periodic reports to management
• Provide functional direction and technical expertise to less experienced personnel
• Prepare, coordinate and support user training and documentation and provide technical assistance for post-implementation support issues
• Provide service desk and technical support to users

Job Responsibilities Part II

• Devise solutions to system-related problems and issues through coordination with users, other system analysts or engineers to assess and identify probable conflicts and investigate diverse data elements and sources
• Work with management to define appropriate standards, policies, procedures, software tool sets, and supporting peripherals to facilitate the management, accountability, functionality, and security of systems
• Provide ongoing trend analysis for determining current needs and future resource requirements
• Support, communicate, reinforce and defend the mission, values and culture of the organization
• Maintain timely and accurate helpdesk records using the ticket management system
• Assist with the detailed project planning efforts on larger projects, and may act as a project manager on smaller efforts
• May review proposals, including gathering facts, analyzing data and preparing project overview to compare alternatives
• Provide technical input to the development of Information Technology project planning
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Show initiative in constantly reassessing business requirements and make suggestions that proactively address changing business needs
• Protect organization's value by preserving the confidentiality of information

Qualifications

• Associate’s degree in business administration, management information systems, mathematics, information technology, computer sciences, a related field, or equivalent experience
• Education or knowledge of the principles, methods, and techniques used in troubleshooting and support
• Understanding of principles, methods, and techniques used in all phases of installation, administration and maintenance of IT and business systems and Commercial Off-the-shelf (COTS) applications  
• Experience with selection, planning and implementation for new IT and business systems
• 4 to 5 years of directly related experience in IT support  
• Expertise and/or certification (e.g., Network +, A+, etc.) is preferred for relevant systems
• Strong verbal, written and interpersonal communication skills
• Ability to work independently as well as cooperatively in a team-oriented environment
• Ability to successfully interact with all levels of management, other IT professionals and end-users
• Strong analytic and problem-solving skills
• Is open and responsive to change and demonstrates a commitment to the process of continuous improvement by identifying and responding actively and with sensitivity to the needs of all customers