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Desktop Support Technician

1 month ago

Teaneck, United States Optima Global Solutions Full time

Optima Global Solutions Inc.is a valuable IT Services and Solution provider that customers, employees, and stakeholders feel proud to be associated with. Optima's Intelligent Automation Solutions leverage robotic process automation, intelligent data capture, and business process management best practices to streamline operations. Our IT Services practice provides organizations with highly personalized, comprehensive, U.S. based recruiting services supported by our internal onsite team of subject matter experts.

Currently, we are hiring for the following position.

Title: PC Support Specialist

Location: Teaneck, NJ

Temp to Perm

Summary of position:

Under the direction of the Director of IT Computing Services and Support, the PC Support Specialist installs, maintains and troubleshoots computer software and hardware, maintaining all classroom and Computer lab equipment and provides end users with responsive and exhaustive PC technology support services.

The incumbent functions largely without daily direct supervision; works closely with faculty, staff and administrators for day-to-day computing and communications needs; and works closely with other departments' professional and technical staff to coordinate classroom, conference room and specialty computer lab work and functions.

Other Data:

Computing Services serves more than 12,000 students, faculty, staff, and alumni. It operates over 90 hours per week during the regular semester and over 60 hours per week during the summer. It employs 12 full-time and one part time staff person as well as a complement of student workers. It has ancillary facilities in the Academic Support Centers, the Libraries, and the School of Pharmacy & Health Sciences. There is an extensive local area network deployed on the campuses. It is responsible for all academic computing and user support on both campuses.

Principal duties:

Installs, maintains and troubleshoots PC hardware and software and peripheral devices, including operating systems, applications, utilities and management software; Resolves PC hardware and software issues and provides appropriate support for local and remote users.

Installs, maintains and troubleshoots, Zoom Room, AV & ITV technology as well as any other technology found in the classroom, conference room or computer lab. Provides event, workshop and meeting support.

Provides hands-on end user support in the troubleshooting, identification and resolution of very complex and difficult workstation, application and network problems. When outside vendor support is required, ensures oversight of vendors work for full and documented resolution of problems.

Drives user success and satisfaction metrics through UTAC ticket assignments; Measured by problem ticket resolution time, user satisfaction feedback report, quantity of tickets assigned and closed and review by Director of Computing Services.

Responsible for problem resolution on all systems supported and inputs information into Knowledge Base and/or Incident Management system. Works with external vendors or suppliers to resolve problems on supported systems and identifies trends that could aid in proactively resolving widespread issues and drive user satisfaction metrics.

Properly manage and maintain equipment lifecycle for various technology devices.

Assigned staff and faculty new hires to onboard utilizing IT Onboarding process.

Prepares specifications for new lab applications or changes to existing environments, performing the indicated analysis of the impact upon other modules or applications.

Prepares written documentation for system processes, backup policies, user instructions, application systems and software applications; contributes to adding, modifying, or deleting content.

Implements new desktop systems and infrastructure to accommodate the university's growing and changing academic, financial and administrative needs.

Implements and ensures compliance with hardware/software standards and Information Technology acquisition policies to insure a uniform university-wide execution of equipment, software, operating systems and communications.

Works closely with the Director and other staff to implement system upgrades, changes and enhancements.

Works with Director and team to maintain an awareness of continuing developments in the PC field, understanding emerging technological and software trends, and developments in academic computing and in the higher education sector.

Researches, evaluates, and makes recommendations for the adding of or improvement of existing hardware and software.

Assists in maintaining the high degree of data security maintained by the University. Reports all non-compliance issues to the Director of Computing Services; assists users in utilizing the tools available to stay within the Written Information Security Program.

May supervise, train, and mentor staff and students or other part-time employees that help in the maintenance and support of information technology systems and networks. By nature of this position, exercises indirect supervision of end users in the use and care of the systems that they are using.

Attends internal and external training sessions and meetings as directed and necessary for job performance.

"On Call via cell phone 24 hours a day, 7 days a week.

Minimum qualifications:

Minimum of a Bachelor's degree in Computer Science, or equivalent related work experience. Industry certifications (i.e., A+, Network+, Security+, MCP, MCDST) are preferred.

Two years of experience working in related field that demonstrates an aptitude for managing PC's and supporting users. Experience in higher education preferred but not required.

Thorough working knowledge of protocols, such as TCP/IP, theory and operation of LAN hardware, operating systems, and application software.

Experience in a multi-vendor environment with local area networking of personal computers, including Macintosh and Windows based devices.

Ability to perform skilled work in the installation, maintenance and troubleshooting of networking/telecommunications equipment.

Understanding of Asset Management and equipment lifecycle.

Understanding of Change and Project Management.

Technological knowledge of the components of computers and the ability to service and repair PC's, printers, etc.

Thorough knowledge of Microsoft Windows 10 and 11, Office, Apple OS and IOS and Android Operating Systems.

Thorough knowledge of multimedia applications, including Adobe Systems Creative Products (graphic design, video editing, web development and photography), 3D animation & design modeling and sounding editing.

Familiarity with audio-visual equipment including and not limited to speakers, projectors, microphones, and displays.

Work experience with test equipment to troubleshoot and isolate network problems. Knowledge and experience in client/server environments with Windows and UNIX network operating systems. Knowledge of higher education administrative systems and academic technology needs is helpful. Work experience in a multifaceted office with several major applications is very helpful.

Must have good customer service skills and be customer service oriented. Strong writing skills and strong verbal ability required and good telephone technique.

Ability to work on several projects simultaneously and be flexible in work hour assignments.

Ability to identify, prioritize and escalate problems for resolution to the Director of Computing Services.

Must be available to work flexible hours including occasional evening or weekend coverage, and work under time sensitive deadlines.

Ability to lift and carry equipment and supplies.

Valid driver's license and accessibility to a car.