PC Technician - Full Time

POSITION PURPOSE  

Provides excellent customer, hardware, and system support. Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups. Works independently and as part of Technology Team to provide rapid and effective customer support at all YMCA locations.  

ESSENTIAL FUNCTIONS  

• Provide phone and email response for Help Desk issues. Creates, documents, and prioritizes support requests to make sure the most critical issues are fixed as soon as possible.
• Provide day-to-day end user technical hardware and software support, working in conjunction with the entire IT Department.
• Pick up and deliver computer equipment. 
• Install new/updated computers including internal components in end-users' work sites. 
• Assist in troubleshooting problems involving PC related equipment, including desktops/laptops, servers, cabling, routers, switches, phones, printers, and surveillance equipment. 
• Work with approved vendors to obtain warranty and maintenance service and hardware replacement. 
• Diagnose and resolve end-user computer software and hardware issues. 
• Develops and updates support documentation checklists and processes to continue to improve the quality and consistency of IT support. 
• Document technical support troubleshooting, research, and resolutions into Help Desk ticketing system.   
• Participate in and provide end-user training, especially IT Orientation for all staff. 
• Maintains accurate Computer Equipment Inventory at all locations. 
• Assist Network Administrator with reliable completion of routine tasks such as network backup, monitoring equipment, power, and service level activity, and network printer problems as directed. 
• Assist in the scheduling and installation of outside vendor services such as printer repair and maintenance, and other vendor related equipment and systems. 
• Responsible for planning and obtaining continuing technical training and education for support of existing and new systems. 
• Provide training and support to branch personnel in the setting up of computer hardware and the use of desktop software including Microsoft Office suite, Office 365, and other approved applications.  
• Availability to work on-call, including weekend and afterhours when needed. 
• Perform other related tasks as assigned. 

ROLE SPECIFIC REQUIREMENTS  

• Associate degree in Technology or minimum of 2 years of technology support experience. 
• Strong knowledge of Windows 11, Active Directory, MS Office products, and basic networking principles. 
• Microsoft, Network + or A+ Certified preferred 
• Excellent problem solving and communication skills 
• Ability to develop and maintain relationships with all levels of personnel. 
• Must have car and be able to travel within the Greater Philadelphia Area.