Job Title: Sr. PC Support Tech

Location: St. Louis, MO (Mostly Remote but have to be on-site when needed)

Duration: 12+ Months

Position Summary:

The PC Tech III will help ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Essential Functions:

· Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

· Build rapport and elicit problem details from help desk customers.

· Prioritize and schedule fixes to problems. Triage and escalate problems when required.

· Record, track, and document the help desk request problem solving process. This includes all successful and unsuccessful decisions made and actions taken throughout the resolution process.

· Administer and maintain end user accounts, permissions, and access rights across the organization.

· Apply diagnostic utilities to aid in troubleshooting PCs and software systems.

· Identify and learn appropriate software and hardware used and supported by the company.

· Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

· Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

· Test fixes to ensure problem has been adequately resolved.

· Perform post-resolution follow ups to help requests.

· Evaluate documented resolutions and analyze trends for ways to prevent future problems.

· Develop and publish training instructions, how to sheets, and frequently asked questions lists for end users.

· Perform installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.

Education and Experience:

· Bachelor's Degree in Computer Science or related field and 5+ years of equivalent work experience.

Functional Competencies:

· Strong Knowledge of computer hardware and mobile devices including smartphones.

· Working technical knowledge of current network hardware, protocols, and standards, including TCP/IP, DNS, DHCP, and Active Directory.

· Extensive experience with desktop operating systems, including Windows XP, Windows 7, Windows 8, and Windows 10.

· Extensive application support experience with Microsoft Suites.

· Strong experience with SCCM and Azure InTune/Microsoft MDM.

· Has proven track record of leading IT based projects from site build outs to software deployment.

· Working knowledge of a range of diagnostic utilities, including Microsoft native tools.

· Exceptional written and oral communication skills.

· Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

· Strong documentation skills.

· Analytical, detail oriented, attention to detail and accuracy.

Job Types: Full-time, Part-time

Pay: $30.00 - $38.00 per hour

Experience level:

• 7 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• St. Louis, MO: Reliably commute or planning to relocate before starting work (Required)

Experience:

• SCCM: 4 years (Preferred)
• Azure InTune: 4 years (Preferred)

Work Location: One location

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