PM - PC Support Specialist - First Tek, Inc.
North Hollywood, CA
About the Job
Provides technical support to increase computer user and system efficiency. Investigates and resolves computer
user support requirements by answering questions about hardware and software. Installs, modifies, and makes
minor repairs to personal computer hardware and software systems, and provides technical assistance and
training to system users.
Roles and Responsibilities:
1. Responds to telephone, voice mail, e mail, and in person requests for assistance from users experiencing
problems with hardware, software, networking, or other computer related technologies by answering, evaluating,
and prioritizing requests.
2. Determines source of malfunction by interviewing users on the telephone or in person to collect information
about the problem and leads user through diagnostic procedures to determine source of error. Determines
probable cause of problem (e.g. hardware, software, network, modem, printer, cables, and telephone) by
reviewing procedures and actions taken by the user. Instructs user to perform diagnostic procedures.
3. Analyzes functions, applications, and operations and evaluates existing and proposed solutions. Recommends
applicable solutions to resolve problems, minimize "down time", and/or improve efficiency.
4. Establishes PC performance by installing hardware, software, and peripheral components such as monitors,
keyboards, printers, and disk drives. Installs hardware and software upgrades.
5. Monitors network performance by performing preliminary problem isolation and determination and working
with appropriate technical areas/staff to resolve problems.
6. Teaches users on effective use of systems by answering questions, interpreting operating instructions, creating
user documentation, developing training materials, and providing references. May prepare and give technical
presentations on selected topics.
7. Evaluates software and hardware by testing ease of use and applicability. Helps improve programs by notifying
programmers or appropriate technical areas/staff of problems and recommending changes.
8. Improves systems, processes, and quality of services by implementing continuous improvement techniques to
analyze and identify areas for improvement.
9. Provides updates, status, and completion information to users and team leaders by voice mail, e mail, or inperson
communication.
10. Recognizes and performs preliminary evaluation of ergonomics related issues, including workstation setup and
furniture configurations, for any team members they contact.
11. Logs and tracks calls. Maintains history records, related problem documentation and prepares standard
reports.
12. Maintains technical knowledge by attending educational workshops and reviewing technical or trade
publications.
13. Supports the team by accomplishing related results as needed. Work assignments may include cross functional
or project team responsibilities.
Qualifications and Education Requirements:
Trade school course completion, AA, or equivalent external training in computer repair (i.e. Microsoft Systems
Certification) which has provided both theoretical and practical knowledge in the field and demonstrated ability
to perform the essential functions of the job typically acquired through four or more years of directly related
experience; A+ Certification in personal computer maintenance and repair with continuing practical knowledge
in the repair field; or, may have a Bachelor's degree in related field (Computer Science, Mathematics, Engineering,
Quantitative Methods, etc.) and no prior directly related experience.
Knowledge, Skills and Abilities
Considerable knowledge and understanding of personal computer operations, diagnosis, and repairs including
networks (local and wide area), office application software packages, email, and PC operating systems. Thorough
skill proficiency in problem recognition, research, isolation, and resolution of personal computer hardware and
software concerns. Ability to apply advanced skills in area of specialization. Ability to implement and effectively
apply continuous improvement methods. Ability to adapt procedures, techniques, and/or processes to meet
special needs. Ability to work on assignments that are complex where considerable judgement and initiative is
required in resolving problems and making recommendations. Ability to manage several assignments
simultaneously through prioritization, impact analysis, and recognition of skill levels required to complete the
assignments. Ability to determine methods and procedures on new assignments and provide guidance to other
non exempt or hourly personnel. Ability to define problems, collect data, establish facts, and draw valid
conclusions. Ability to respond to inquiries and to effectively communicate and present information.
Ability to effectively demonstrate team member competencies and participate in goal setting, performance
feedback, and self development activities.
TYPICAL MENTAL AND PHYSICAL DEMANDS
While performing the duties of this job, the employee is required to sit. The employee frequently is required to
use hands to operate a computer and talk or hear. Regularly required lifting, moving, installation of
computers and peripherals weighing up to 50 lbs. Many require crawling and bending to install or work on
computer equipment, The employee is occasionally required to stand and walk. Specific vision abilities required by
this job include close vision. Also expected of the employee is regular attendance, the ability to work cooperatively
and professionally with others and members of the public, and the ability to manage multiple tasks at once.
(The essential functions have been provided as examples of types of work performed by employees assigned to
this job classification. The Company reserves the right to modify the work assignments and/or to make reasonable
accommodations so that qualified employees can perform the essential functions of the job. The physical and
mental demands described above are representative of those required to successfully perform the essential
functions of this job.)
Must have a valid driver's license and current state required minimum vehicle insurance coverage to drive onto Client and Company property.
Preferred Skills:
Pay Range:
The pay range for this position is $28.22- $39.42 per hour; however, the pay offered may vary depending on job-related knowledge, skills, and experience. This pay information is being provided pursuant to applicable law and is based in part on market location.
Benefits:
The benefits available with this position include:
Cenergy is a dynamic, diverse, woman-owned company that has provided stellar support to our clients globally for over 25 years! We hire extraordinary people, and each of our team members are encouraged to embody our core values to drive innovation and own it with integrity and trust while adding to our positive and forward-thinking atmosphere.
user support requirements by answering questions about hardware and software. Installs, modifies, and makes
minor repairs to personal computer hardware and software systems, and provides technical assistance and
training to system users.
Roles and Responsibilities:
1. Responds to telephone, voice mail, e mail, and in person requests for assistance from users experiencing
problems with hardware, software, networking, or other computer related technologies by answering, evaluating,
and prioritizing requests.
2. Determines source of malfunction by interviewing users on the telephone or in person to collect information
about the problem and leads user through diagnostic procedures to determine source of error. Determines
probable cause of problem (e.g. hardware, software, network, modem, printer, cables, and telephone) by
reviewing procedures and actions taken by the user. Instructs user to perform diagnostic procedures.
3. Analyzes functions, applications, and operations and evaluates existing and proposed solutions. Recommends
applicable solutions to resolve problems, minimize "down time", and/or improve efficiency.
4. Establishes PC performance by installing hardware, software, and peripheral components such as monitors,
keyboards, printers, and disk drives. Installs hardware and software upgrades.
5. Monitors network performance by performing preliminary problem isolation and determination and working
with appropriate technical areas/staff to resolve problems.
6. Teaches users on effective use of systems by answering questions, interpreting operating instructions, creating
user documentation, developing training materials, and providing references. May prepare and give technical
presentations on selected topics.
7. Evaluates software and hardware by testing ease of use and applicability. Helps improve programs by notifying
programmers or appropriate technical areas/staff of problems and recommending changes.
8. Improves systems, processes, and quality of services by implementing continuous improvement techniques to
analyze and identify areas for improvement.
9. Provides updates, status, and completion information to users and team leaders by voice mail, e mail, or inperson
communication.
10. Recognizes and performs preliminary evaluation of ergonomics related issues, including workstation setup and
furniture configurations, for any team members they contact.
11. Logs and tracks calls. Maintains history records, related problem documentation and prepares standard
reports.
12. Maintains technical knowledge by attending educational workshops and reviewing technical or trade
publications.
13. Supports the team by accomplishing related results as needed. Work assignments may include cross functional
or project team responsibilities.
Qualifications and Education Requirements:
Trade school course completion, AA, or equivalent external training in computer repair (i.e. Microsoft Systems
Certification) which has provided both theoretical and practical knowledge in the field and demonstrated ability
to perform the essential functions of the job typically acquired through four or more years of directly related
experience; A+ Certification in personal computer maintenance and repair with continuing practical knowledge
in the repair field; or, may have a Bachelor's degree in related field (Computer Science, Mathematics, Engineering,
Quantitative Methods, etc.) and no prior directly related experience.
Knowledge, Skills and Abilities
Considerable knowledge and understanding of personal computer operations, diagnosis, and repairs including
networks (local and wide area), office application software packages, email, and PC operating systems. Thorough
skill proficiency in problem recognition, research, isolation, and resolution of personal computer hardware and
software concerns. Ability to apply advanced skills in area of specialization. Ability to implement and effectively
apply continuous improvement methods. Ability to adapt procedures, techniques, and/or processes to meet
special needs. Ability to work on assignments that are complex where considerable judgement and initiative is
required in resolving problems and making recommendations. Ability to manage several assignments
simultaneously through prioritization, impact analysis, and recognition of skill levels required to complete the
assignments. Ability to determine methods and procedures on new assignments and provide guidance to other
non exempt or hourly personnel. Ability to define problems, collect data, establish facts, and draw valid
conclusions. Ability to respond to inquiries and to effectively communicate and present information.
Ability to effectively demonstrate team member competencies and participate in goal setting, performance
feedback, and self development activities.
TYPICAL MENTAL AND PHYSICAL DEMANDS
While performing the duties of this job, the employee is required to sit. The employee frequently is required to
use hands to operate a computer and talk or hear. Regularly required lifting, moving, installation of
computers and peripherals weighing up to 50 lbs. Many require crawling and bending to install or work on
computer equipment, The employee is occasionally required to stand and walk. Specific vision abilities required by
this job include close vision. Also expected of the employee is regular attendance, the ability to work cooperatively
and professionally with others and members of the public, and the ability to manage multiple tasks at once.
(The essential functions have been provided as examples of types of work performed by employees assigned to
this job classification. The Company reserves the right to modify the work assignments and/or to make reasonable
accommodations so that qualified employees can perform the essential functions of the job. The physical and
mental demands described above are representative of those required to successfully perform the essential
functions of this job.)
Must have a valid driver's license and current state required minimum vehicle insurance coverage to drive onto Client and Company property.
Preferred Skills:
Pay Range:
The pay range for this position is $28.22- $39.42 per hour; however, the pay offered may vary depending on job-related knowledge, skills, and experience. This pay information is being provided pursuant to applicable law and is based in part on market location.
Benefits:
The benefits available with this position include:
- Ongoing Training (RSO, Systems, Software Programs, OSHA Safety, JJ Keller, etc.)
- Continuous Employment Development and Learning
- Ongoing Advocacy, internal assets with HSE, Legal and HR teams and experts to aid in Employee Career Path and Advancement
- 401K
- Healthcare & Healthcare Group Medical Coverage
- Dental Insurance Coverage
- Vision Insurance Coverage
- Basic Life Insurance & AD&D
- Long Term Disability
- Voluntary Short-Term Disability
- Access to Health Joy
- GAP Medical Coverage
- Direct Deposit
- Health Savings and Flexible Spending Accounts
Cenergy is a dynamic, diverse, woman-owned company that has provided stellar support to our clients globally for over 25 years! We hire extraordinary people, and each of our team members are encouraged to embody our core values to drive innovation and own it with integrity and trust while adding to our positive and forward-thinking atmosphere.
Source : First Tek, Inc.
