PC Maintenance Tech

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Organization: AMCOM ITSS
Location: Huntsville, AL
Labor Category:
PC Maintenance Tech
Terms: Full Time Employment
Salary: Based on experience, education and certification
Clearance: Secret

Job Description

A PC Maintenance Tech is responsible for performing tasks which require touching the desktop. Given that this position physically interfaces with the customer, a professional, courteous demeanor is required in all circumstances. 

  • A PC Maintenance Tech must possess excellent communication skills including verbal, written, and telephone etiquette.
  • Above average ability to interpret, analyze, troubleshoot and resolve technical problems.
  • Must be decisive, conscientious and interact well in a team environment or training capacity.
  • Have a strong desire to learn and be able to follow policies and procedures.
  • Must demonstrate the ability to work well with a minimal amount of supervision.
  • Must have a strong working knowledge of and experience with computer hardware, software and peripheral devices in a diverse environment.
  • Must provide a high level of interfacing with co-workers and communicate effectively with the clients, IT personnel and management.

Customer Service:

  • Provide direct customer service and technical support to users as required via phone, e-mail, on-line systems and in person.
  • Provide professional and personal assistance to clients in answering inquiries, locating information and analyzing technical requirements at a moment’s notice, sometimes in very stressful situations
  • Provide desk-side information technology support to U.S. Army war-fighter customers/users at a military installation
  • Provide professional and prompt responses to users for problem resolution, in person, verbally and in writing.
  • Must correspond professionally and promptly with co-workers and supervisors, in person, verbally and in writing
  • Must be able to interface with individuals and military/civilian professionals at all levels of the organization
  • Must have good organizational skills and be able to work independently
  • Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others

Technology:
A PC Maintenance Tech’s main technology emphasis should be to:

  • Configure and install PCs, network printing devices, peripherals and software, including physical attachment of equipment to network
  • Install and maintain peripheral equipment such as printers, modems, scanners, etc.
  • Familiarity and expertise in various operating systems (Windows 10, Windows 7, etc.)
  • Familiarity and expertise in mobile devices (blackberries, Apple IOS, Android, etc.)
  • Familiarity and expertise in business applications such as Microsoft Office and Adobe products and/or customer-defined/Army application suites.
  • Install, configure and maintain network applications and application distribution systems
  • Ensure system security in compliance with customer policy including virus protection
  • Implement and maintain network standards and guidelines
  • Utilize tools sets such as Symantec Ghost, Active Directory, Remote Desktop, etc.
  • Operate audio/visual equipment such as Video Teleconferencing devices, projectors, and presentation hardware.
  • Maintain skill set required to do job
  • Maintain an awareness of trends within the technology industry, researching and testing to determine how they could be implemented within the organization.
  • Perform other hardware and software tasks as assigned
  • Awareness of Army compliance requirements, such as AR 25-2, Security Technical Information Guidelines, and RMF process.
  • Update systems with IAVA updates and anti-virus updates

Leadership/Direction:

  • Activities will be directed, monitored, outlined and supervised by a more senior-level technician and/or Project Manager. Receives initial instructions, equipment requirement, and advice from supervisor as needed.
  • Performs recurring work independently.
  • Work is reviewed for technical adequacy or conformity with instructions.
  • A PC Maintenance Tech will at times be responsible for training junior technicians in troubleshooting/repair/maintenance of PC hardware, troubleshooting/installing software on PCs, and use and maintenance of PC operating systems.

Activities:

  • A PC Maintenance Tech will be familiar with desktop operating systems, office applications, hardware, installation/troubleshooting and have some knowledge of network operating systems and hardware.
  • A PC Maintenance Tech will need advice and/or expertise from a higher-level technician at times.
  • A PC Maintenance Tech may participate in special projects and tasks in a technical capacity.

Criticality of Attendance:

  • Consistent attendance is critical.
  • A typical work week runs from Monday-Friday and daily work hours range from 6:30 AM – 5:00 PM. This will occasionally vary due to 24/7 coverage for emergencies (rare but possible) and infrequent Overtime requirements.
  • Being prompt is extremely important to provide continuous and on-going service to customers. Attendance is important to maintain continuity of service.

Required Skills

  • Four years relevant experience OR 2 years relevant experience and an Associate’s Degree in a Technical Discipline or related field.
  • Required training – CompTIA Security+ certification earned before 2011 with enrollment in their Continuing Education program OR a CompTIA Security+ certification earned on or after 1 January 2011 with automatic enrollment in their Continuing Education program AND at least one additional related computing environment (desktop OS) certification. Examples:
    • MCITP (Enterprise Desktop Support Technician)
    • A+
    • MCDST
    • MCP or HDI Desktop Support Technician