The Computer Technician is primarily responsible for providing IT support to Callahan Eye end-users by troubleshooting Mac, PC, and VOIP systems in-person and remotely. This position is also responsible for installing computer hardware and software programs under general supervision and monitoring help desk phone lines and emails to provide IT support to Callahan Eye end-users.

KEY TASKS

1. 1. Monitor help desk phone lines, emails, and other IT trouble-reporting tools
2. 2. Perform extensive troubleshooting of supported end-user systems.
3. 3. Install computer hardware & software
4. 4. Consistently and accurately log time spent troubleshooting each call or ticker
5. 5. Prioritize user’s IT problems accordingly to impact and urgency
6. 6. Respond appropriately in identifying and correcting problems, or referring more complex problems to intermediate or senior level support
7. 7. Simulate or recreate user problems to resolve operating difficulties .
8. 8. Follow-up with end user to make sure problem has been resolved
9. 9. Recommend systems modifications to reduce user problems
10. 10. Other duties as assigned

JOB SPECIFICATIONS:

1. 1 year experience in IT hardware/software troubleshooting preferred.
2. Associate’s degree in computer science or related field preferred, or an equivalent combination of relevant education and/or experience.
3. Must have strong customer service & troubleshooting skills.
4. Must be dependable; able to work under pressure when bad things happen and do the job.
5. Must take personal responsibility to complete tasks and solve problems.
6. Must be familiar with remote assistance tools and capable of independent travel to remote sites when necessary.
7. Duties require the lifting of computers, printers, and peripherals.