Network & Computer Support Tech - Plymouth, MN

June 20, 2022

QUALIFICATIONS: 

Technical certifications on at least four of the systems below and 5-years of on-the-job experience.

The Network and Computer Support Technician is responsible for identifying and developing his/her tool needs and skill sets to perform the responsibilities and duties of the position. Additionally, a level of understanding for each tool/skill is listed. There are three levels of understanding high, medium, and admin/low. The levels are guidelines for clarifying the expertise needed to best perform this position.  The primary tools/skills and levels of understanding for the position include but are not limited to:

Tool/Skill                                     Level of Understanding

MS Windows Server                                    Medium

MS Windows                                                High

Cisco & Lenovo Hardware                            High

VMware                                                        Medium

Other Desktop Hardware                              High

Microsoft Office                                             Medium

Automation/Scripting                                     Low

Cisco Network/Connectivity                          High

Office 365  Admin                                         Medium 

VMware View                                                High

Troubleshooting Skills                                   High

Telephone/Communication Skills                  High

JOB SUMMARY:

This position reports to the IT Client Services Manager and will work closely with all Information Technology Department members to develop and maintain a strong, business-driven, customer-service-oriented presence within the Turck organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

1. Software Support - Works closely with internal customers as the initial point-of-contact for questions and problems pertaining to Turck-approved software. Strives to become proficient with all software tools used at Turck and develop protocols for troubleshooting and resolving common issues. Escalates uncommon problems to other members of the IT Department, software vendors or consultants, as warranted, and then learns from the escalation process so that subsequent calls can be resolved directly.

2. Hardware Maintenance and Repair - Works closely with internal customers as the initial point-of-contact and front-line support of desktop computer hardware. Performs maintenance on computer hardware including but not limited to workstations, memory, hard drives, IP phones and network cards/cabling. Escalates desktop computer hardware issues to other members of the IT Department, software vendors or consultants, as warranted and then learns from the escalation process so that subsequent calls can be resolved directly.

3. Desktop System Setup and Configuration - Works with internal customers to setup and configure desktop computers as deemed necessary by management. Coordinates the installation of devices, accessories, operating systems, and software.  Reconfigures desktop computers as needed. 

4. Documentation - Establishes and maintains (tracks) requests for assistance documentation. Additionally, other Information Technology department members as necessary will document issue resolutions for use. Documented statistics regarding requests for assistance and issue resolution will be kept as up-to-date as possible and readily available for use and review by the Director of Information Technology. 

5. The Network & Computer Support Technician works closely with the Information Technology Network Engineer/Admin to develop deploy and maintain Turck’s datacenter. Additionally, the Network and Computer Support Technician is responsible for leading the development, deployment and maintenance of specific servers.  (These might include Microsoft Exchange, Citrix XenDesktop, VMware View or SharePoint, for example.) 

6. Customer Service - Establishes and maintains a high level of customer service. Responsible for meeting or exceeding standards for responding to help-desk calls from internal customers. Responsible for exhibiting a positive, professional, team-based approach to resolving customer issues.  In conjunction with other Information Technology department members, responsible for providing help desk coverage based on established help-desk hours and as directed by the Director of Information Technology. 

7. Perform additional duties as assigned.