SCA PC Desktop Technician II

Kaihonua•Rock Island, IL

7d•$18 - $23•Onsite

About The Position

KaiHonua, LLC has an immediate opening for a PC Desktop Technician. The PC Desktop Technician II operates and monitors computer equipment. Performs routine tasks to maintain computer equipment and their peripherals. Observes peripheral equipment and error messages displayed on monitor of terminal to detect faulty output or machine stoppage. Monitors and controls computer systems and applications; maintains a working knowledge of enterprise computing environments; monitors data Communications Network to ensure that network is available to all systems. Trains other operators to use/monitor equipment. Effectively communicates issues/errors/failures to supervisors to ensure timely resolutions. Responsible for maintaining complete log entries for specific systems that is being monitored and for complete and accurate turnover to the succeeding shift operators. Assesses and troubleshoots computer support problems and applies understanding of computer software and hardware products and services to resolve problems of users. Receives telephone calls and emails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems. Ascertains from computer user the nature of problem, determines whether problem is caused by hardware, such as modem, printer, cables, or telephone, formulates diagnosis, and assists users through problem solving steps.

Requirements

High School Diploma or GED or related discipline preferred or have equivalent experience
2-4 years of experience performing the duties of a PC Desktop Technician preferred
Must possess and maintain an IT II level certification IAW AR 25-2 and an IAT I certification IAW DoD 8570.01-M and BBP 05-PR-M-0002
CompTIA Security + certification preferred
Ability to organize, prioritize and meet deadlines
Capable of conveying complex information in a simplistic manner
Strong critical thinking and problem-solving skills
Strong self-starter requiring minimal supervision
Able to take proactive measures to prevent problems rather than reactive by nature
Strong verbal and written communication to effectively express concepts, plans, and proposals
Able to provide excellent customer service
Must be proficient with Windows 11
Must be proficient with Office 365
Ability to diagnose and resolve peripheral device issues
More advanced understanding of Cybersecurity best practices
Exceptional customer service skills
Experience with a ticketing system preferred
Must be proficient with utilizing remote support tools
Must have strong PC trouble-shooting skills
Possess advanced ability to diagnose and repair PC hardware
Must have knowledge of cloud services management
Project management skills required
A valid driver’s license with a clean driving record may be required
Occasional use of company vehicle while on work site
Position requires a Secret security clearance. Must be a US citizen.

Responsibilities

Determines sequence of operations by studying production schedule.
Prepares equipment for operations by accessing software in computer; loading paper into printers and plotters; preparing for output.
Starts operations by entering commands.
Maintains operations by monitoring error and stoppage messages; observing peripheral equipment; entering commands to correct errors and stoppages; reloading paper; making adjustments in process; notifying supervisor for additional resources.
Documents problems and actions by completing production logs.
Resolves user problems by answering questions and requests.
Ensures operation of equipment by completing preventive maintenance requirements and tests; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.
Maintains supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.
Maintains client confidence and protects operations by keeping information confidential.
Contributes to team effort by accomplishing related results as needed.
Assists with managing ticket delegation and dispatching.
Run and analyze tickets reports and user metrics.
Perform computer imaging and re-imaging.
Apply software installs and updates.
Setup peripheral devices and install applicable drivers when necessary.
Assist with possible after-hours support and rotating schedule.
Assist with guidance and training.
Other duties as assigned.