PC Support Specialist

Missouri Botanical Garden•St. Louis, MO

2d•Onsite

About The Position

Helps end users to resolve computer software and hardware problems via phone, email, or on-site. Sets up, installs, troubleshoots and repairs computer hardware, on Windows and Apple platforms. Essential Duties and Responsibilities: Receives telephone calls from users having problems using desktops or laptops, including a variety of software such as office productivity, design, and equipment control. Monitors helpdesk portal for incoming tickets. Prioritizes open problems, maintaining flexibility in scheduling so that high impact issues are addressed quickly. Communicates with users to learn the workflow procedures and find the source of the technical error.Answers questions, applying knowledge of computer software, hardware, and procedures.Requests user with problem to use telephone or remote control session and participate in diagnostic procedures, using diagnostic software, or by listening to and following instructions.Determines whether problem is caused by hardware, user error or external factors. Directly deals with external tech support as necessary to solve problems. Collaborates with team members to research technical problems and identify effective solutions. Handles highly confidential information/material and maintains strict control to prevent access or use by unauthorized persons. Creates technical documentation as required for both coworkers and end users. Receives, configures, and disposes of computers in adherence to the Garden’s established procedures and standards. Troubleshoots and repairs computers; installs operating systems, software and peripherals. Manages workload efficiently by coordinating assigned support tasks and following established support processes and procedures. Refers support issues to other IT staff when needed.Provides off-hours and weekend troubleshooting, maintenance and support when required. Performs other duties, including Help Desk and weekend support duty, as assigned. Meets expected attendance guidelines. Follows and adheres to established policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies. Behaves and communicates in a manner that promotes and fosters a culture of teamwork and cooperation, within our division and throughout the Garden, with coworkers, supervisors/managers, volunteers, visitors and employees. Performs other duties as assigned.

Requirements

Two plus (2+) years experience in progressive PC support environment, must be able to support, configure and maintain a variety of personal computers, software, hardware, and networking equipment.
Ability to learn systems with little or no documentation.
Continuous learning of new systems, business processes, and concepts is required.
Basic network experience, to include troubleshooting network connectivity, and configuring network settings.
Demonstrated ability to communicate effectively at all levels.
Solid Internet research skills including familiarity with using AI/LLM for simple tasks.
Scheduling flexibility is required to work evenings, weekends, or holidays.
Ability to communicate effectively in English (oral and written).
Proficient H.S. math aptitude requires ability to perform addition, subtraction, multiplication and division; calculate percentages and decimals, etc.
Requires ability to exercise independent judgment to apply facts and principles for developing approaches and techniques to problem resolution.
Proficient experience using Microsoft Word, Excel and PowerPoint
Knowledge and experience with PC hardware and software technology, internet access, and e-mail.
Knowledge and experience with Apple hardware and software, including Macbooks and iPads.
Familiarity with tablet troubleshooting, including iPads.
CompTIA A+ Certificate or similar certification.
Ability to lift and carry up to 50 lbs.
Ability to push a cart loaded with up to 100 lbs of equipment.
Ability to utilize computer keyboard (typing), walk about the facility frequently throughout work day, and sit for extended periods of the work day.
Frequently required to stand, walk, and sit.
Required to use hands to finger, handle, or feel.
Required to reach with hands and arms.
Occasionally required to climb or balance.
Occasionally required to stoop, kneel, crouch, or crawl.

Nice To Haves

Associate Degree in computer technology or related field preferred.
An equivalent combination of education, skills and experience may be considered.

Responsibilities

Helps end users to resolve computer software and hardware problems via phone, email, or on-site.
Sets up, installs, troubleshoots and repairs computer hardware, on Windows and Apple platforms.
Receives telephone calls from users having problems using desktops or laptops, including a variety of software such as office productivity, design, and equipment control.
Monitors helpdesk portal for incoming tickets.
Prioritizes open problems, maintaining flexibility in scheduling so that high impact issues are addressed quickly.
Communicates with users to learn the workflow procedures and find the source of the technical error.
Answers questions, applying knowledge of computer software, hardware, and procedures.
Requests user with problem to use telephone or remote control session and participate in diagnostic procedures, using diagnostic software, or by listening to and following instructions.
Determines whether problem is caused by hardware, user error or external factors.
Directly deals with external tech support as necessary to solve problems.
Collaborates with team members to research technical problems and identify effective solutions.
Handles highly confidential information/material and maintains strict control to prevent access or use by unauthorized persons.
Creates technical documentation as required for both coworkers and end users.
Receives, configures, and disposes of computers in adherence to the Garden’s established procedures and standards.
Troubleshoots and repairs computers; installs operating systems, software and peripherals.
Manages workload efficiently by coordinating assigned support tasks and following established support processes and procedures.
Refers support issues to other IT staff when needed.
Provides off-hours and weekend troubleshooting, maintenance and support when required.
Performs other duties, including Help Desk and weekend support duty, as assigned.
Meets expected attendance guidelines.
Follows and adheres to established policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies.
Behaves and communicates in a manner that promotes and fosters a culture of teamwork and cooperation, within our division and throughout the Garden, with coworkers, supervisors/managers, volunteers, visitors and employees.
Performs other duties as assigned.