TITLE: COMPUTER OPERATIONS SPECIALIST
DEPARTMENT: COMPUTER OPERATIONS
RESPONSIBLE TO: Director of Information Technology
GENERAL SUMMARY:
The role of the Computer Operations Specialist is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic tools, as well as require that the individual give in-person, hands-on help at the desktop level.
The Computer Operations Specialist will work closely with the Director of Information Technology in all areas of Information Technology. This person will be exposed to valuable learning experiences related to network administration and planning, software licensing, vendor negotiations, desktop and server upgrades, and firewall and security configuration.
PRINCIPLE DUTIES AND RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:
- Follow all Federal and State guidelines regarding the acquisition, maintenance, and disposal of equipment.
- Assist with maintenance and regulation of server backups daily.
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and peripheral devices, printing/scanning devices, presentation equipment, and other products.
- Install anti-virus software.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
- Test fixes to ensure problems have been adequately resolved.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Collaborate with Director of Information Technology to ensure efficient operation of the company’s desktop computing environment.
- Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.
- Field incoming help desk requests from end users via both telephone and e-mail in a courteous manner.
- Build rapport and elicit problem details from help desk customers.
- Prioritize and schedule problem resolution and escalate problems (when required) to the Computer Operations Manager.
- Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment. Work with Procurement Coordinator twice a year on agency wide inventory tracking system.
- Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
- Conduct research on desktop products in support of PC procurement and development efforts.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
