SUMMARY

The Senior Support Engineer will provide technical computer and phone related support to PCHC End Users. This person will utilize the PCHC Help Desk software to enter, track, and complete the lifecycle of the support ticket issued to PCHC end users in resolving issues. The Senior Support Engineer will be responsible for installing, troubleshooting, maintaining, and supporting computer, telephone, and other communications equipment. In addition, this person will be the escalation for tier 1 tickets that are critical in nature, providing tier 2 support. Should possess an excellent knowledge of all Microsoft systems and software from Office 365 to server navigation.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Providing remote and onsite support for all computer and telephone related issues to PCHC end users utilizing the PCHC Helpdesk ticketing system.
• Coordinating the escalation and resolution of all end user help desk requests.
• Install, program, test, and maintain all computer and telecommunications systems.
• Create and maintain documentation of systems and networks as needed.
• Submit and track tickets for upgrades and problems from phone vendor.
• Performs periodic maintenance routines that ensure functionality and reliability of computer and phone systems.
• Maintaining software and computer hardware inventories.

QUALIFICATIONS - Education/Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• BS in IS or 2-3 years of directly related experience required.
• Two plus years’ experience supporting Microsoft Office.
• Formal training in fundamental MIS concepts required.
• Working knowledge of PCs, modems, printers, and networks required.
• Excellent Customer service skills required.
• Ability to work independently under limited supervision.
• Follow through on assigned tasks and projects.
• Knowledge of cabling standards and ability to maintain cabling records helpful.
• Ability to work under and respond when situations are urgent.
• Access to reliable transportation to service Health Centers.

PCHC is EOE/M/F/D/V/SO