Job Title: Onsite Service Technician
Summary Provide information for service and technical assistance to business and client computer system users. Answer questions or resolve computer problems for clients at their residence, business or remote location. Provide assistance by installing and repairing equipment, DSL modems, VOIP service, local area networks and software.
Essential Duties and Responsibilities include but are not limited to the following. Other duties may be assigned.
- Install equipment or repair existing equipment at customers residence
- Answer calls and user inquiries regarding computer software and hardware operations to resolve problems.
- Develop training materials and procedures or train users in the proper use of hardware or software and VOIP
- Assist Tech Support Reps with difficult calls regarding users computer software and hardware issues.
- Assist with the maintenance of helpdesk workstation computers
- Provide training to employees as needed
- Analyze, research, and quote new client accounts on software or other support needs.
- Enter commands and observe system functioning to verify correct operations and detect errors.
- Install and perform minor repairs to hardware, software or other equipment.
- Maintain records of daily data communication transactions, problems and remedial action taken or installation activities for onsite services and in house technical assistance calls.
- Read technical manuals, confer with users or conduct computer diagnostics to investigate or resolve problems or to provide technical assistance and support.
- Refer major hardware or software problems or defective products to vendors or technicians for service.
- Other duties as assigned.
*These tasks do not meet the American with Disabilities Act definition of essential job functions and are usually les than 5% of time spent. However, these tasks still constitute important performance aspects of the job.
Qualifications To perform this job successfully, an individual must be able to perform each essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Two year college or university program certificate; or one to three years related experience and/or training; or equivalent combination of education and experience.
Supervisory Responsibilities
This job has no supervisory responsibilities. No subordinate supervisors report to this position.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is frequently required to sit, stand; walk; reach with hands and arms. The employee is frequently required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stoop, kneel, crouch. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate with occasional loud noise.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
- Analytical – Synthesizes complex or diverse information; Designs work flows and procedures; Collects and researches data; uses intuition and experience to complement data.
- Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.
- Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to other’s ideas and tries new things.
- Oral Communication – Speaks clearly and persuasively in positive or negative situations; Participates in meetings; Demonstrates group presentation skills; Listens and gets clarification; Responds well to questions.
- Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.
- Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
- Diversity – Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment- free environment; Builds a diverse workforce.
- Ethics – Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; supports organizations goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
- Strategic Thinking – Develops strategies to achieve organization goals; Understands organization strengths & weaknesses; Analyzes markets and competition; Adapts strategy to changing conditions.
- Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Includes appropriate people in decision-making process; Makes timely decisions.
- Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions.
- Quality – Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.
- Quantity – Completes work in timely manner; Strives to increase productivity. Works quickly.
- Safety and Security – Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions Uses equipment and materials properly.
- Adaptability – Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
- Initiative – Volunteers readily; Undertakes self-development activities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; asks for and offers help when needed.
- Innovation – Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others’ attention.
KNOWLEDGES
English Language
Knowledge of the structure of the English Language
Knowledge of the content of the English Language
Knowledge of the meanings of words
Knowledge of the spelling of words
Knowledge of the rules of composition
Knowledge of grammar
Computers and Electronics
Knowledge of circuit boards, processors and chips
Knowledge of computer software and applications
Knowledge of Windows NT, XP, 98, Vista
Knowledge of computer hardware
Knowledge of hardware applications and programming
Engineering and Technology
Knowledge of practical application of engineering science and technology
Knowledge of applying principles, techniques and procedures
Telecommunications
Knowledge of transmission of telecommunication systems
Knowledge of broadcasting, switching and control of telecommunication systems
Knowledge of operation of telecommunication systems
Mathematics
Knowledge of statistics
Knowledge of statistical applications
Knowledge of mathematical applications
Customer and Personal Service
Knowledge of principles for providing customer services
Knowledge of processes for providing personal services
Knowledge of customer needs assessments.
Knowledge of quality standards for services
Knowledge of evaluations for customer satisfaction
Administration and Management
Knowledge of business and management principles involved in strategic planning.
Knowledge of business and management principles involved in resource allocation.
Knowledge of business and management principles involved in production methods.
Knowledge of human resources modeling
Knowledge of leadership technique
Knowledge of production methods
Knowledge of coordination of people and resources
Security
Knowledge of relevant equipment, policies, procedures and strategies to promote security
Knowledge of local, state, or national security operations
Knowledge of regulations to protect people, data, property and institutional security
Knowledge of anti-virus and firewall protection
Psychology
Knowledge of human behavior and performance
Knowledge of individual differences in ability, personality and interests
Knowledge of learning and motivation
Clerical
Knowledge of administrative or clerical procedures
Knowledge of word processing
Knowledge of MS office basic and professional
Knowledge of managing files and records
Knowledge of designing forms
Knowledge of office terminology
SKILLS
Writing
Skill of communicating effectively in writing
Skill of communication effectively for the needs of the audience
Active Listening
Skill to five full attentions to what other people are saying
Skill to take time to understand the points being made
Skill to ask questions as appropriate
Skill to not interrupt at inappropriate times
Reading Comprehension
Skill to understand written sentences
Skill to understand paragraphs in work related documents.
Time Management
Skill to manage own time
Skill to manage time of others
Judgment and Decision Making
Skill to consider costs and benefits
Skill to make to consider potential actions to choose most appropriate one.
Speaking
Skill to talk to others
Skill to convey information effectively
Critical Thinking
Skill to use logic to identify the strengths or weaknesses of alternative solutions
Skill to use reasoning to identify the strengths and weaknesses of conclusions
Skill to use logic and reasoning when approaching problems
Troubleshooting
Skill to determine causes of operating errors
Skill to decide what to do about errors
Learning Strategies
Skill to motivate, develop and direct people as they work
Skill in understand the implications of new information for problem solving and decision making
Skill to instruct or teach other how to do something
Problem Solving
Skill to identify complex problems
Skill to review related information to develop and evaluate options
Skill to implement solutions
ABILITIES
Oral Comprehension and Expression
Ability to listen
Ability to understand spoken words
Ability to understand spoken sentences
Ability to understand information
Ability to understand ideas in spoken words
Ability to communicate information in speaking
Ability to communicate ideas in speaking so others will understand
Speech Clarity
Ability to speak clearly
Ability to identify and understand the speech of another person
Inductive Reasoning
Ability to combine pieces of information to form general rules
Ability to form conclusions based on pieces of information
Ability to find relationships among events
Problem Sensitivity
Ability to identify when something is wrong
Ability to identify situations that may go wrong
Ability to recognize problems
Written Comprehension and Expression
Ability to communicate information in writing
Ability to communicate ideas in writing so others will understand
Ability to read
Ability to understand information presented in writing
Ability to understand ideas presented in writing
Deductive Reasoning
Ability to apply general rules to specific problems
Ability to produce answers that make sense
Near Vision
Ability to see details at close range (within a few feet of the observer)
Information Ordering
Ability to arrange things or action in a certain order or pattern according to a rule or set of rules
Dexterity
Ability to quickly move ones hand
Ability to move hand together with arm
Ability to grasp with hands
Ability to manipulate and assemble objects
Ability to make precisely coordinated movements of the fingers
OTHER QUALIFICATIONS
Microsoft Certification
Valid Drivers License
A+ Certification
Network + Certfication
NOTE: The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.