The Getty

  • Technical Support Specialist

    Posted Date
    4 weeks ago(3/26/2018 3:07 PM)
    Requisition Number
    2018-3137
    Position Status
    Regular Full-Time
    Salaried/Hourly
    Hourly
    Category
    Information Technology
    Getty Location
    Getty Center
    Program/Dept.
    Trust - 1275-Technical Support Services
  • Job Summary

    Under general supervision, provides technical support to end-users for computer hardware, software, and network related problems

    Major Job Responsibilities

    • Acts as the first line of response to and delivery of requests for various hardware, software, peripheral, and networking technical assistance; escalates more complex problems as necessary for resolution

    • Diagnoses and resolves basic and more complex problems; responds to escalated problems from clients; performs triage, provides remote problem resolution when possible, dispatches problems to associated groups throughout the organization, and dispatches out to clients for hardware issues not resolved remotely

    • Technically able to resolve 70% of PC and/or Macintosh hardware or software support issues with minimal direction

    • Configures and troubleshoots computing systems in a diverse environment

    • Researches, recommends, and implements hardware and software purchases and configurations to meet customer needs and to help ensure compatibility with systems and architecture

    • Works on technical projects requiring expertise and creativity in analysis and deployment of technology

    • Establishes, communicates, and implements standards used throughout the organization and contribute to the development of the support strategy

    • Investigates and tests new tools, systems, techniques, and software products

    • Provides technical guidance and advanced training; may supervise lower level staff

    Qualifications

    • Associate college degree or equivalent in computer science preferred, or a combination of education and relevant experience
    • 2-5 years of related experience with PC or Macintosh hardware or software support
    • Certification preferred in any of the following: Windows, Dell, Apple, Microsoft or Novell
    • Experience installing and configuring desktop computer systems in a networked computing environment, and in applying diagnostic technique

    Knowledge, Skills and Abilities

    • Strong communication and interpersonal skills

    • Ability to provide excellent customer service Ability to apply diagnostic techniques for problem troubleshooting

    • Ability to follow instructions and documented procedures, as well as ability to provide feedback and compose and/or revise documented procedures