Desktop Support Tech
|Summarize briefly the major function and purpose of the position.|
Maximizes the productivity of user workstations, personal and notebook computers and network software & hardware by providing Tier II and III support and by troubleshooting and correcting issues in a timely manner.
|Comply with the MODEC HSEQ Code of Conduct as follows:|
Indicate budget/revenue responsibility.
Explain the degree of supervision/guidance received, procedures/ processes used, judgement, creativity, planning & resourcefulness needed to do the job.
Usually works under general supervision. Follows established policies and procedures for installation, use and problem resolution for hardware and software. Typically has freedom to arrange schedule /time to most efficiently satisfy user requests. Resolves most questions & problems independently and refers only most complex issues to higher levels.
How are errors detected and what is possible impact of those errors?
Users complain quickly if there is trouble at their workstation since it makes it difficult for them to do their jobs. Timeliness and errors can drastically affect productivity.
|Duties and Responsibilities|
|Provides Tier II and Tier III technical support to MODEC staff (Houston and remote sites) by resolving questions and problems relating to information systems hardware and software, network devices, cabling, workstation, peripherals, and electronic mail. Determines root cause for problems and resolves in an efficient and timely manner to minimize downtime, optimize efficiency and ensure customer satisfaction.|
Provides Tertiary 24 hours /after hours user hardware/software support.
|Solves general network problems related to PC hardware and cabling as well as software problems.|
|Maximizes the productivity of users by providing training and expanding knowledge of software and its capabilities.|
|Diagnoses and repairs the user workstations.|
|Provides Tier I network data backup support; ensures that the network data is backed up daily and maintains the supplies necessary to ensure that backups are in place in case of a catastrophic failure of the system.|
|Provides periodic Tier I data restoration as needed by users.|
|Installs, tests and maintains software upgrades and new software packages.|
|Assists internal departments with multi-media (including video) presentations and training and special requirements.|
|May reconfigure workstations and network cabling.|
|Performs special projects for MODEC and MODEC clients.|
|Familiarity with and operation of ITSM tools|
|Indicate positions that report directly to this position. Number of direct / indirect reports.|
None, but may assist less experienced IT support staff.
Indicate internal/external contacts and purpose of contacts.
Assists users daily with hardware and software support. Contacts with all levels of personnel.
|What are the minimum qualifications an employee must have in order to perform the duties of the position? (I.e. educational requirements, licenses, certification, work experience, training etc.)|
High school plus additional specialized courses. Related certification preferred. Bachelor\'s degree in a related field preferred.
Three to five years related experience and excellent hardware and software skills including supporting MS O/S including Windows family to Windows 10, MAC OS, Office 2010 and 2016, IE, Chrome, FireFox, Key Management Servers, Exchange, Outlook, System Center Configuration Manager, FlexLM, Directory and Resource Administration (DRA), Cisco Ironport and other MODEC standard software.
Application Software proficiency in MS Project, AutoCAD, Primavera, FTP, O365 (Skype for Business, Licensing, and Provisioning), Quest Tools, NetPresenter considered a plus.
Working knowledge of AntiVirus software (Forefront, Cylance, TrendMicro, McAfee), ServiceNow, IPC systems, OneDrive.
Demonstrated effective interpersonal and communication skills and ability to communicate with all levels of personnel.
Must exhibit initiative to bring projects to fruition with minimal supervision.
Must have ability to handle multiple tasks and changing priorities with interruptions in a fast paced environment.
Must demonstrate the ability to handle confidential or sensitive information or issues.
|The work environment and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.|
|WORK ENVIRONMENT: Describe general working conditions (i.e. noise level, temperature, around heavy machinery) |
Spends most of time in an office environment.
|PHYSICAL DEMANDS: Describe amount & frequency of physical requirements of the position (i.e. lifting, pushing, climbing)|
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is frequently required to stand and walk. Stoops, kneels, crouches, crawls and climbs when installing new hardware and cables.
Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
Must occasionally lift and/or move battery back-ups and computer hardware up to 25 pounds.