Weekend and Evening Help desk Technical Support

Summary of Duties

• Field incoming help requests from end users via telephone and e-mail in a courteous manner.
• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
• Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on.
• Administer and resolve issues with associated end-user workstations
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal for ticket and inventory documentation purposes.
• Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.

Requirements

• College diploma or university degree in the field of computer science or information systems or 4 years equivalent work experience
• Excellent technical knowledge of network and PC hardware with hands-on hardware troubleshooting and support experience
• Working technical knowledge of current network protocols, operating systems, and standards
• Ability to operate tools, components, and peripheral accessories
• Able to read and understand technical manuals, procedural documentation, and OEM guides to conduct research into PC issues and products as required
• Effective interpersonal skills and relationship-building skills
• Strong written and oral communication skills with ability to present ideas in user-friendly language
• Strong customer-service orientation, self motivated and directed with keen attention to detail
• Experience working in a team-oriented, collaborative environment
• Analytical and problem-solving abilities
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components and ability to sit for extended periods of time.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals
• A valid driver's license and on-call availability

Compensation
Hourly pay: $15.00-$20.00 per hour

Application
Resume and cover letter may be emailed to: dorilynn@wlsmail.org or faxed to 914-674-4193.

Resume package may also be mailed to:

DoriLynn Ferrara
Westchester Library System
540 White Plains Road (Suite 200)
Tarrytown, NY 10591-5110

POSTED: October 29, 2008