Election Systems & Software

  • Service Center Technician

    Job Location US-NE-Omaha
    Posted Date 2 days ago(11/14/2018 1:03 PM)
    Job ID
    2018-1324
    # of Openings
    1
    Category
    Information Technology
  • Job Description

    The IT Service Center Technician is responsible for configuring, troubleshooting and maintaining the Microsoft Windows desktop and laptop computers, terminals, smart phones, printers, associated peripherals and solving user technology issues. The IT Service Center Technician will work closely with other members of the technology department to support all end users (locally and remote). 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 may require that the individual give in-person, hands-on help at the desktop level.   An excellent IT Service Center Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with a wide variety of customers.

     

    Essential Duties and Responsibilities:

    1. Diagnose and resolve technical hardware and software issues assigned to them.
    2. Research solutions using available information resources.
    3. Advise user on appropriate action, sometimes education of user is required.
    4. Follow standard service desk procedures by logging all service desk interactions via both telephone and e-mail and document issue resolution using the ITSM system. Track and route problems and requests and document resolutions to successful resolution.
    5. Maintain accurate inventory of all hardware and software resources and parts.
    6. Identify and effectively prioritize situations requiring urgent attention.
    7. Stay current with system information, changes and updates.
    8. Maintain excellent communication with all end users and other members of the technology department.
    9. Work with outside vendors as needed.
    10. Install and support user applications. Identify and learn appropriate software and hardware used and supported by the organization.
    11. Document all pertinent end user identification information, including name, department, contact, information and nature of problem or issue.
    12. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
    13. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
    14. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
    15. Performing preventative maintenance, including checking and cleaning of workstations.
    16. Test fixes to ensure problem has been adequately resolved.
    17. Provides after hours and on-call support as needed.
    18. Performs other duties as assigned

    Qualifications:

     

    Education:   Must have a 2-year degree or equivalent experience in an IT support role.

     

    Experience:   2- 3 years’ experience including:

    • Competency in call center tracking tools
    • Some knowledge of TCP/IP networking, and related network services (i.e. DHCP, etc).
    • Some knowledge of Active Directory concepts and administration.
    • Prior experience supporting customers in use of application software.
    • Proficiency in using support software tools.
    • Customer service orientation and/or prior customer service training.
    • Strong understanding of security-related procedures.

    Competencies:

    Ability to clearly communicate technical concepts to non-technical people. Ability to present ideas in user-friendly language

    Ability to recognize, analyzes, and effectively solves problems in a timely and organized manner using industry best practices and procedures.

    Ability to multi-task in a fast-paced environment.

    Exceptional oral and written communication skills. Strong documentation skills.

    Customer service orientated. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

    Well-developed time management skills with a keen attention to detail.

    Ability to conduct research into a wide range of computing issues as required.

    Ability to absorb and retain information quickly.

    Experience working in a team-oriented, collaborative environment.

     

    Licenses/Certifications:  N/A

     

    Supervisory Responsibilities:  This position has no supervisory responsibilities.

     

    Work Environment:  This job operates in a professional office environment which routinely uses standard office equipment such as computers, telephones, and photocopiers.

     

    Physical Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to talk or hear.  The employee frequently is required to stand; walk; hands to finger, handle or feel; and reach with hands and arms.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

     

    Travel:  Approximately 5- 10% travel is anticipated.

     

    Security:  Required to consistently demonstrate adherence to all security requirements and accepted practices as contained in the current ES&S Security Policy.  Incumbents must proactively read, comprehend and adhere to all ES&S security policies, practices and procedures regarding the safety and safekeeping of co-workers, products, services and other intellectual property as defined in the ES&S New Business and Non-disclosure, or Proprietary matters, Confidential matters and Non-Competition agreements, and the current ES&S Security Policy Manual.

     

    EEO Statement:  In order to provide equal employment and advancement opportunities to all individuals, employment decisions at ES&S will be based on merit, qualifications, and abilities.  ES&S does not discriminate in employment opportunities or practices on the basis of race, creed, color, religion, sex, sexual orientation, national origin, citizenship status, marital status, age, disability, genetic information, or because of past, current, or future military obligations or any other characteristics protected by law.

    This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.

     

    E-Verify: ES&S shall electronically verify the employment eligibility of their newly hired employees and shall submit a query to E-Verify for any newly-hired employee after completion of the I-9 process and no later than the end of the third business day after the employee’s actual start date.

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