PC Support Specialist

Summary: Helps end users to resolve computer software and hardware problems via phone, email, or on-site. Sets up, installs, troubleshoots and repairs computer hardware, on Windows and Apple platforms.

Essential Duties and Responsibilities:

• Receives telephone calls from users having problems using desktops or laptops, including a variety of software such as office productivity, design, and equipment control.
• Monitors helpdesk portal for incoming tickets.
• Prioritizes open problems, maintaining flexibility in scheduling so that high impact issues are addressed quickly.
• Communicates with users to learn the workflow procedures and find the source of the technical error.
• Answers questions, applying knowledge of computer software, hardware, and procedures.
• Requests user with problem to use telephone or remote control session and participate in diagnostic procedures, using diagnostic software, or by listening to and following instructions.
• Determines whether problem is caused by hardware, user error or external factors.
• Directly deals with external tech support as necessary to solve problems.
• Collaborates with team members to research technical problems and identify effective solutions.

• Handles highly confidential information/material and maintains strict control to prevent access or use by unauthorized persons.
• Creates technical documentation as required for both coworkers and end users.
• Receives, configures, and disposes of computers in adherence to the Garden's established procedures and standards.
• Troubleshoots and repairs computers; installs operating systems, software and peripherals.
• Manages workload efficiently by coordinating assigned support tasks and following established support processes and procedures. Refers support issues to other IT staff when needed.
• Provides off-hours and weekend troubleshooting, maintenance and support when required.
• Performs other duties, including Help Desk and weekend support duty, as assigned.
• Meets expected attendance guidelines.

• Follows and adheres to established policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies.

• Behaves and communicates in a manner that promotes and fosters a culture of teamwork and cooperation, within our division and throughout the Garden, with coworkers, supervisors/managers, volunteers, visitors and employees.
• Performs other duties as assigned.

Supervisory Responsibilities: This position has no supervisory responsibilities.

Core Competencies:

• Communication - Listens to others and asks questions for clarification; Writes clearly and presents information accurately; Speaks professionally and responds well to questions; Supports positive visitor relations.
• Collaboration - Demonstrates teamwork and promotes respect in the workplace; Engages in problem solving and group initiatives; Cooperates in implementing procedures and process improvements; Strives for positive visitor experiences.
• Accountability - Demonstrates commitment to responsibilities and adaptable to changes; Effectively prioritizes, troubleshoots and takes appropriate actions; Follows policies and procedures, meets deadlines, quality, and safety standards; Strives to proactively, address visitor and internal colleagues' concerns.
• Problem Solving - Identifies and resolves problems; Includes supervisor before taking action as necessary; Recommends solutions, demonstrates creativity and resourcefulness; Exhibits sound and accurate judgment in decision making process; Includes appropriate people in making decisions.
• Stewardship - Promotes and adheres to sustainability, safety and security protocols; Fosters a culture of respect, diversity and inclusion; Demonstrates effective and prudent use of Garden resources; Maximizes contributions during work hours.

Qualifications/Experience:

• Two plus (2+) years experience in progressive PC support environment, must be able to support, configure and maintain a variety of personal computers, software, hardware, and networking equipment.
• Ability to learn systems with little or no documentation. Continuous learning of new systems, business processes, and concepts is required.
• Basic network experience, to include troubleshooting network connectivity, and configuring network settings.
• Demonstrated ability to communicate effectively at all levels.
• Solid Internet research skills including familiarity with using AI/LLM for simple tasks.
• Scheduling flexibility is required to work evenings, weekends, or holidays.

• The Garden is committed to the safety and wellbeing of our employees, volunteers and guests. All staff are strongly encouraged to receive all vaccinations as recommended by your healthcare provider prior to hire date. The Garden reserves the right to require future proof of current vaccination status, based on local health department guidelines. When international travel is necessary for Garden business, staff must be able to obtain required travel clearances, driving permits, and vaccinations for all countries where travel is required.

• The requirements and duties listed are representative and not exhaustive of the knowledge, skill, and/or abilities required.

Education:

• Associate Degree in computer technology or related field preferred.
• An equivalent combination of education, skills and experience may be considered.

Language Skills:

• Ability to communicate effectively in English (oral and written).

Mathematical Skills:

• Proficient H.S. math aptitude requires ability to perform addition, subtraction, multiplication and division; calculate percentages and decimals, etc.

Reasoning Ability:

• Requires ability to exercise independent judgment to apply facts and principles for developing approaches and techniques to problem resolution.

Computer Skills:

• Proficient experience using Microsoft Word, Excel and PowerPoint

• Knowledge and experience with PC hardware and software technology, internet access, and e-mail.
• Knowledge and experience with Apple hardware and software, including Macbooks and iPads.
• Familiarity with tablet troubleshooting, including iPads.

Certificates, Licenses, Registrations:

• CompTIA A+ Certificate or similar certification.

Physical Demands:

• Ability to lift and carry up to 50 lbs.
• Ability to push a cart loaded with up to 100 lbs of equipment.

• Ability to utilize computer keyboard (typing), walk about the facility frequently throughout work day, and sit for extended periods of the work day.

• Frequently required to stand, walk, and sit.
• Required to use hands to finger, handle, or feel.
• Required to reach with hands and arms.
• Occasionally required to climb or balance.
• Occasionally required to stoop, kneel, crouch, or crawl.

Work Environment:

• Indoor office setting, shared by multiple staff within the department; cubicle work area.

• Occasional off-site meetings will be required.

Contacts with Individuals/Organizations inside/outside the Garden:

• Garden employees, volunteers, contractors.

Supervisor (title not person): Manager, User Support