SUMMARY:

Responsible for providing technical support for the installation, troubleshooting, maintenance and administration of personal computers and desktop application software, premises' servers, printers, data/voice/internet services, computer-related peripheral devices; provides support of interfaces between departmental equipment and other Pace system.

ESSENTIAL FUNCTIONS:

Installs, tests, documents and maintains local area network systems and equipment; troubleshoots and resolves hardware and software problems.
Manages user accounts, access, and passwords; creates user groups, accounts, and computers in directory services and email for users/sites.
Installs, tests, documents and maintains personal computer systems across various Pace locations. Assists users in determining their hardware and software needs; install and customizes software and ensures that vendor hardware and software are functioning appropriately.
Installs and maintains communications systems between departmental personal computer and network systems and other Pace systems; troubleshoots problems and ensures proper operation of hardware and software.
Monitors, maintains and troubleshoots data, voice and internet services, premises' servers; escalates outage and impact to vendor/service carrier; works on resolution; communicates outage to impacted users/sites.
Confers with users and departmental management to determine information system needs; researches vendor hardware and software options; ensures that potential acquisitions are compatible with existing hardware, software, and systems.
Instructs staff in the operation of hardware and software; ensures that there is proper written documentation and instructions for non-technical personal computer and network users.
Maintains accurate records and files related to work performed and systems inventory of all hardware and software installed in locations supported.
Provides back-up and support to other regional System Administrators; works collaboratively with other members of IT to identify, evaluate, and select new tools and services to meet business needs.
Provides on-call support for site/region/division.
Contributes to the efficiency and effectiveness of the department's service to its customers by offering suggestions and directing or participating as an active member of a work team.
Promotes and supports the overall mission of Pace Analytical by demonstrating courteous and cooperative behavior when interacting with customers and staff; acts in a manner that promotes a harmonious and effective workplace environment.

QUALIFICATIONS:

Education and Experience:

Bachelor's degree in computer science, information systems, or a related field; AND two (2) years of experience installing, maintaining and troubleshooting personal computer/network/server hardware and software; OR an equivalent combination of education, training, and experience.

Required Knowledge and Skills

Required Knowledge:

Local area network hardware and software capabilities and installation techniques.
Standard personal computer system hardware and business application software operating capabilities and limitations.
Use of specified computer applications involving word processing, office automation and/or standard report generation.
Techniques in regard to the installation and maintenance of personal computer and network hardware and software.
Record keeping principles and practices
Documentation and user instruction methods and techniques.
Correct business English, including spelling, grammar, and punctuation.

Required Skills:

Installing, maintaining, and troubleshooting network hardware and software; familiar with TCP/IP, best practices in cabling/cable management, cisco switches, routers, and network cards.
Maintaining and troubleshooting phone systems (PBX, VoIP).
Installing, maintaining and troubleshooting personal computer hardware and software including peripheral equipment; familiar with Microsoft operating systems, desktop applications, and email.
Analyzing user needs, evaluating and recommending appropriate hardware and software solutions, and providing budgetary numbers.
Performing backup and restoration services.
Recognizing security/virus issues and solutions.
Maintaining accurate records of work performed.
Preparing clear and concise documentation, user instructions, reports, correspondence, and other written materials.
Working without close supervision in standard work situations.
Multi-tasking between project and event-driven work.
Using initiative and independent judgment within established procedural guidelines.
Contributing effectively to the accomplishment of team or work unit goals, objectives, and activities.
Establishing and maintaining effective working relationships with a variety of individuals contacted in the course of the work.

Pace® Analytical Services

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