Pc Support Technician

SUMMARY: Under the supervision of the IT Operations Supervisor, the PC Support Technician participates in managing the WFEC PC lifecycle, which includes, but is not limited to the selecting, configuring and installing of personal computer hardware and associated software for the business use of company computers. The incumbent serves as a key component of WFEC's help desk environment and acts as a liaison between customers and internal support staff to assure accurate problem interpretation. ESSENTIAL DUTIES AND RESPONSIBILITIES: Include the following: Other duties may be assigned. Evaluates and recommends personal computer hardware and mobile devices for company purchase and use. Participates in managing the WFEC PC build/deployment processes, PC lifecycle, and mobile device lifecycle. Installs and configures new personal computers including connections to the company network and initial installation and software setup. Embrace WFEC's help desk environment via tracking incident tickets and service requests in a timely and efficient manner. Provides exemplary customer service from initial response to service ticket closeout. Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process. Provides initial and continuing support for users to resolve hardware, software, and end-point related issues. Assist users with prevention, detection, and remediation of malware attacks. Maintains client virus protection and resolves virus infections if they occur. Approves software patches for deployment, applies software upgrades as needed, and assists users with upgrade issues. Maintains a database of PC hardware and software including current licensing. Isolates PC hardware, networking and software problems as they occur and implements corrective action in a timely manner to maximize availability of existing business systems. Recommends PC-related/mobile device training alternatives as needed. Maintains a current working knowledge of new personal computer, printer, networking, mobile device, and related technology and the expanding capabilities for business use of hardware and software products.