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For your reference, we have included the original job posting below.
PC Maintenance Technician, Supervisor
Job Number:
25167059
Company Name:
UMMC
Job Location:
Baltimore, MD US
Job Category:
Information Technology
PC Maintenance Technician, Supervisor
Description
Supervises PC Maintenance Technicians. Installs operates, monitors, evaluates and oversees a large End User Computing communications network. Oversees and performs maintenance tasks, troubleshoots and repairs computer systems and peripheral equipment located throughout the organization. Prioritizes daily assignments, carries out employee evaluation and provides hiring/firing and training recommendation to Desktop Support Manager.
Principal Responsibilities: 1. Oversees and directs the daily work activities of PC Maintenance Technicians checking work and offering guidance and technical expertise assuring prompt effective response to customer needs.
2. Monitors Helpdesk Call Tracking application to ensure that all service and update requests are logged accurately and well detailed. Reviews data collected from customers to aid problem determination/resolution of request.
3. Assists customers to identify and specify the nature of complex requests or problems. Leads the troubleshooting of simple issues and assistance of customers by PC Maintenance Support with various systems issues including Microsoft, Novell, PC/Laptop/Mobile, printer, software, hardware, and network connectivity. Ensures follow up support to customers.
5. Maintains an inventory for all equipment installed and oversees and reviews documentation of all system configurations in a database.
6. Oversees and coordinates activities, times, schedules, with suppliers and contractors in regard to the installation, operation, maintenance and evaluation of user locations for data equipment ensuring problems are addressed appropriately and timely.
7. Supervises and participates in conducting new employee orientation, ongoing in-services (with testing) through on the job training and other training requirements.
8. Reviews real-time trending information provided by the PC Maintenance Technician, Senior. Monitors status of open or pending service calls.
Education and Experience: 1. A Bachelor's degree in Computer Science, Maintenance, Telecommunications, Certified Netware Engineer or a related field or equivalent combination of education and experience is required.
2. Seven years experience with desk top equipment, performing installations, configurations, trouble shooting, and evaluations, including two years supervisory experience.
Knowledge, Skills and Abilities: 1. Proven Customer Service Skills. Knowledge and understanding of how complex technology can be applied to provide system support. Knowledge of PCs, terminals, and printer hardware and software configurations, Microsoft Networking, Novell Networking, cabling infrastructures. Knowledge of complex electronic repair, troubleshooting techniques and test equipment. Demonstrated knowledge of electronic installations is required.
2. Broad Knowledge of PC hardware and peripherals associated with applications.
3. Ability to provide limited leadership role, to be a liaison between escalated support and the EUC team.
4. Excellent communication and organization skills; demonstrates confidence, creativity, and maturity.
5. Excellent customer service skills and the ability to work with all levels within the organization.
6. Proficient in analysis and problem solving, ability to work with other teams and ability to assess customer needs and determine appropriate solutions.
