TECHNICIAN, COMPUTER, END USER
Role: TECHNICIAN, COMPUTER, END USER

The Technician, Computer, End User I, under general supervision of the Supervisor, IT Operations, performs basic technical and administrative work in the maintenance and installation of new and existing personal computer systems, mainly for users who are working from home. Performs level 1 triage and provides remote support for Desktop, Software, Telecom, Systems, and Networking teams. Works on lower‑complexity end‑user support. Trains end users in the use of Qualfon equipment and software.

Tasks and Responsibilities

1. Troubleshoots and configures personal computer hardware, software applications, and peripherals.
2. Provides support to all remote workers.
3. Troubleshoots remote connectivity issues.
4. Assists with voice quality issues for remote staff.
5. Installs and configures Microsoft technologies based on Qualfon best practices.
6. Troubleshoots Windows 10 for common software- and hardware‑related problems.
7. Assists users and the telecommunication team with Qualfon telecommunication applications and hardware.
8. Communicates with end users, client support personnel, peers, and supervisors on all personal computer and specified client applications requiring technical resolution.
9. Participates in inventory control and reporting of all IT hardware and software.
10. Maintains inventory in the IT asset inventory system.
11. Responsible for packing and shipping IT equipment securely for remote employees.
12. Adheres to company guidelines and procedures.
13. Addresses user incidents and service requests within defined SLAs.
14. Participates in the Desktop on‑call schedule.
15. Other duties as assigned.

Minimum Requirements

1. Minimum 1 year of experience as a personal computer technician or equivalent experience as part of an operational team.
2. Demonstrated ability to troubleshoot users’ issues remotely.
3. Proficient in MS Word, Excel, OneDrive, and Teams.
4. Knowledge of Microsoft Windows operating systems, PC-based application software, printers, and networking cabling.
5. Familiarity with remote support tools (e.g., Bomgar).
6. Basic knowledge of personal computer hardware and peripherals.
7. Ability to resolve PC hardware issues, including component-level diagnostics, troubleshooting, repair, and replacements.
8. Excellent verbal and written communication skills.
9. Able to represent IT to end users professionally and with an understanding of customer needs.
10. Accuracy, completeness, dependability, and ability to complete tasks when due.
11. Must occasionally be able to lift equipment weighing more than 25 lbs.
12. Frequently required to sit, talk, and listen; must also walk, use hands and fingers to operate tools or equipment, and reach with hands and arms.
13. Specific vision abilities include close vision and ability to adjust focus.
14. Participation in the Desktop team on‑call schedule.
15. Travel up to 5%.

Certifications:

• CompTIA Network+
• CompTIA A+

Competencies

• Documentation and Reports
• Problem Solving
• Analytical & Logical Thinking
• Information Technology
• Communication