Computer Support Specialist I

JOB DESCRIPTION (Technical)

To perform this job successfully, an individual must be able to perform each essential duty 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.

Job Summary:  Brief description of Job Function (why it exists).

Installs, modifies, and makes minor repairs to personal computer hardware and software systems, and provides technical assistance to system users by performing the following duties.

Essential Duties and Responsibilities:  List up to 10 primary duties for position, not ancillary responsibilities.

• Troubleshoots and coordinates helpdesk activities for network services, or other information systems requirements as directed.  Inspects personal computer equipment and peripheral equipment for new delivery or helpdesk user inquiries or trouble service orders. 
• Installs or assists IT professional with installation of hardware, software, and peripheral components such as monitors, keyboards, printers, and disk drives in work stations. 
• Loads new and upgrade specified software packages such as operating systems, word processing, design, project management, spreadsheet, or other programs onto designated computers.  May provide basic training on operating system applications. 
• Monitors networks operations for error notifications and set commands for proper system operation. Back-up systems and preserves historical files in accordance with IT standard operating procedures. 
• Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.  Provide diagnostic report and recommendations for corrective action to IT professional. 
• Instructs users in use of equipment, software, security, back-up processes, and reference manuals.
• Recommends or performs minor remedial actions to correct network, computer, or peripheral equipment problems. 
• Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
• Replaces defective or inadequate hardware and software applications.  Collaborates with IT professionals on major replacement or repair requirements. 
• Resolves routine telecommunications software service issues and may install network cables.

Non-Essential Duties and Responsibilities:  Assigned, but not primary reason position exists (List up to 3).

• All other duties as required.     

Basic Requirements (Competencies):  To perform the job successfully, an individual should demonstrate the following achievements and competencies:

Education / Experience:

• 0-2 years direct related experience and/or training; or equivalent combination of education and experience.
• Knowledgeable of various operating systems such as Linux and VMWare, and other systems.
• Must be a U.S. citizen and hold or able to obtain Secret level personnel security clearance. 

Certificates and Licenses:  (If Applicable)

• CompTIA A+ CE preferred. Must be able to obtain within 6 months of hire.

Computer Skills:

Entry Level: To perform this job successfully, an individual should have knowledge of MS Office products including word processing, spreadsheet, presentation, and project management. Additionally, must be knowledgeable of design, development, and database software, and use the Internet at entry level of proficiency to reference and create simple software code, drawings, maintenance of code or drawings, or supplemental or updated documents.

Intermediate Level: To perform this job successfully, an individual should have knowledge of MS Office products including word processing, spreadsheet, presentation, and project management. Additionally, must be knowledgeable of design, development, and database software, and use the Internet at intermediate level of proficiency to reference and create and maintain moderate to more complex software coding, drawings, or supplemental original or updated documents.  May make presentations on diagrams and supporting documentation to management.

Advanced Level: To perform this job successfully, an individual should have knowledge of MS Office products including word processing, spreadsheet, presentation, and project management. Additionally, must be knowledgeable of a variety of design, development, and database software, and use the Internet at advanced level of proficiency to facilitate original designs and maintain varying complexities of software coding, drawings, or supplemental original or updated documents.  May make presentations on diagrams and supporting documentation to management and customers.

Customer Service Expectations (Summary):

To perform this job successfully, an individual should be able to communicate clearly and persuasively through oral or written form; is guided by common interpersonal courtesies, security protocol, professional, and technical vernacular in oral and written communications in the workplace.  Manage difficult or emotional customer situations and personal emotions, and responds promptly to customer technical requirements.  Listens, solicits feedback, integrates viable ideas of others in problem solutions, and takes initiative to build positive customer relationships. Participate in group meetings and may facilitate business related presentations.

Reasoning Ability:

To perform this job successfully, an individual should be able to define problems, collect data, establish facts, draw valid conclusions, and solve technical problems. Ability to interpret an extensive variety of technical instructions from oral, mathematical, narrative, or diagram form including abstract visual and concrete variables. May work independently, or with moderate to limited supervision based on experience level.

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.

While performing the duties of this job, the employee may be exposed to and may work near moving mechanical parts/or with electrical components. The employee may be exposed to moderate noise levels, vibration, or virtual motion simulations.

Physical Demands (Summary):

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.

1.    Walking / Stooping: Generally, required intermittently on a regular basis throughout the work day within a combination of office, engineering, or simulated training or quasi production settings.

2.    Lifting / Bending: Generally, required up to 20 lbs intermittently throughout the work day within a combination of office, engineering, or simulated training or quasi production settings.

3.    Vision (Close / Distance / Peripheral): Generally, required to work with close/peripheral vision on a regular basis.  Distance vision required periodically.  Ability to adjust focus.

4.    Manual Dexterity: Able to use hands to finger, handle, or feel; reach with hands and arms; use computer, office equipment/supplies, and related technology tools.

5.    Hearing: Ability to hear oral instructions, presentations and have awareness of noise level within work setting.  Noise level exposure may vary from relatively low to moderate depending on location setting and work being performed.

6.    Travel (Auto / Plane / etc.): Travel locally or out of the area to conduct business/training, or conferences as required via most efficient mode of transportation as authorized.

Supervisory Responsibilities: This job has no supervisory responsibilities.

Physical Location: Oviedo, FL