SCOPE: This role would be supporting TTI(Mouser's Parent Company).Perform, under supervision, routine to moderate maintenance of user devices 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 and help request tracking tools, as well as require that the individual provide professional remote or in-person, hands-on help at the desktop level

 

Technical concepts, procedures and standards
Ability to identify and troubleshoot hardware and software problems. Conduct research, basic analysis and follow standards to move, add, or change hardware or software.
 
Technical Support
Perform basic debugging, troubleshooting and problem solving. Be available for providing after-hours/weekend/holiday production support when called upon. May provide support on a 24-hour basis by participating in the on-call rotation. Is expected to perform this with some (less than 50%) to no assistance from others.
 
Establish and meet deliverables
Required to learn and use good time management skills to establish and meet SLAs and project deliverables. Work with more senior team members to ensure stakeholders are informed and provided timely updates and resolutions.
 
Technical Design and Architecture
Should be able to understand the fundamentals of setting up and maintaining user devices. Possess the aptitude and the willingness to learn and grow understanding, architecture, and complex problem solving skills.
 
Multitasking & Prioritizing
Present the ability to work on multiple priorities.  Seek guidance where applicable to help prioritize multiple priorities.
 
Communications Skills
Ability to effectively communicate both verbal and written technical and non-technical communication. Proactively uses good business judgment and communications to keep IS Management informed regarding status, risks, obstacles, and other related information.
 
Leadership Skills
A positive attitude, good teamwork, professionalism & interpersonal skills proactively seeking solutions, taking initiative where necessary. Ability to take and follow direction.

 

EDUCATION & EXPERIENCE
Bachelor’s Degree in Computer Science or equivalent.

 

COMPETENCIES
• Possesses keyboard proficiency.
• Possesses strong analytical and problem solving skills.
• Possesses strong attention to detail skills.
• Possesses strong organizational skills and multitasking ability.
• Ability to analyze the impact of decisions before execution.

 

SKILLS AND CERTIFICATIONS
• Basic Knowledge of common end user computer hardware and software environments.
• Ability to communicate technical information to non-technical audiences (verbally and written)
• Strong ability to troubleshoot
• Possess strong customer service skills
• 1-3 years’ experience working with Microsoft Windows and Microsoft Office
• 1-3 years’ experience working with desktop, laptop, tablet, printer, and scanners

 

PHYSICAL REQUIREMENTS
• Able to maneuver in, under, and around work areas and stations as needed to install equipment.
• Able to reach, lift and carry items weighing up to 40 pounds
• Exhibit manual dexterity to dial a telephone, to enter data into a computer terminal; to perceive and read a computer screen and printed material with or without vision aids.
• Detect and understand speech at normal levels and on the telephone; converse in audible tones so that others may understand clearly in person and on the telephone; ability to understand and follow oral and written instructions.
• Provides support on a 24-hour basis by participating in rotation schedule.

 

 

This is a summary of the primary accountabilities and requirements for this position.  The company reserves the right to modify or amend accountabilities and requirements at any time at its sole discretion based on business needs.  Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.