IT Desk Side Support Technician
Under direct supervision, provides technical support for the installation, repair and maintenance of personal computers, workstations, associated software and related hardware used by individual Parsons employees, contractor or clients.
Assignments involve moderately complex issues, questions and problems that can be resolved by applying established techniques and procedures.
Provides in-person or remote technical support for the installation, repair and preventive maintenance of personal computers, individual workstations and related software and hardware.
Provides regular support in modifying, upgrading or enhancing existing standard hardware and software for individual end users or for small work groups. May work with other End User Support team members to implement more complex modifications, upgrades or enhancements to individual workstations or for large work groups.
Troubleshoots moderately complex software and hardware questions, issues, problems and failures. Activities include recognition, research, isolation, resolution and follow-up actions.
Screens, analyzes and diagnoses issues arising from internal inquiries and work requests related to maintenance of personal computers, individual workstations and associated hardware and software. Refers more complex issues, questions and problems to a higher level staff member for disposition and resolution. May identify and refer network problems related to personal desktop computers to appropriate teams.
Works with end users to assure they know and follow standards, policies and procedures. May provide informal training and feedback to end users.
Assures that all activities are documented and reported according to IS standards.
Maintains a good general knowledge of the MIS environment and the technologies associated with individual computers, workstations, software and associated hardware.
Performs the regular activities required to set up standard personal computing hardware, software and services for individual employees and to answer initial questions regarding the hardware and software configuration.
Assists with project mobilization activities; May assist with the installation, implementation and use of IT infrastructure hardware as directed.
Performs other responsibilities associated with this position that may be appropriate.
Supervision Received - IT Assistant Manager, IT Manager
Supervision Given - None
Internal Contacts - IT Team Members; Other IS Colleagues; Users
External Contacts - Vendors
High school diploma and 2-4 years related work experience providing support to end users, working in an IT support role or working in the MIS environment (or an equivalent combination of work experience and education).
Microsoft Certified Professional (MCP)
A working knowledge of Microsoft operating system and applications as well as knowledge of personal computer technology, including a variety of computer models, printers and peripherals.
Knowledge of the MIS environment and a full functional knowledge of the asssigned area.
Good customer service skills.
Ability to identify, analyze and resolve common technical issues, questions and problems with standard workstation, hardware and software configurations.
Written and oral communication skills appropriate for the position, including the ability to speak well in basic professional situations (may include communication via telephone or in person). Ability to write basic documents (may include emails and memos). Typically communicates with a limited group of individuals (employees and some managers) throughout the organization and may occasionally communicate with those outside of the organization (i.e. clients, vendors).
About the Company
About the Company
Parsons is a leader in many diverse markets such as infrastructure, transportation, water, telecommunications, aviation, commercial, environmental, planning, industrial manufacturing, education, healthcare, life sciences and homeland security.
Parsons provides technical and management solutions to federal, regional and local government agencies as well as private industries worldwide.