The Computer Technician / Support Specialist primary responsibility is repairing the hardware and software components in computers checked into the Computer Store’s retail operation. The scope of this position requires knowledge of personal computers, their components, software and other peripheral devices. Must have excellent technical trouble shooting and repair skills. Must also have excellent interpersonal and customer service skills.  Must be Apple and CompTIA A+ repair certified. Regular duties for the Computer Support Specialist I include, but are not limited to, the support and service of computer hardware, and computer software for staff, faculty and students. Daily activities are managed and prioritized by the Assistant Manager. The Computer Support Specialist I’s overall performance, goal management and general responsibilities are managed by the Computer Store Manager.

ILLUSTRATIVE EXAMPLES OF WORK (This list is neither absolute nor restrictive, but indicates approximate duties and responsibilities, which may be redefined pursuant to operational needs.) • The Computer Support Specialist provides support & service for computer hardware & software • Responsible for timely coordination with external vendors for hardware and software service • Configures and installs software • Removes institutional data and properly disposes of old equipment • Maintains vendor, item, customer, and related information in the Computer store Point-of-Sale software • Assists in completing retail transactions – including using the credit card machine; and other appropriate payment types. • Responsible to maintain an organized and efficient work area – including any equipment and inventory • Creates, tracks and receives purchase orders for parts • Responsible to regularly review and update the CTS workflow management system to obtain new assignments, expeditiously update in-progress assignments, and close completed assignments. • Works with the Computer Store management and team to meet a 24 hour service turnaround goal.

REQUIREMENTS OF WORK • The Computer Support Specialist I will maintain certification in Apple, Dell, and other appropriate hardware manufacturers. This includes the growing demand for Tablet Devices and other mobile devices, as appropriate. • Maintain an A+ Computer Hardware Certification and other certifications as appropriate • Will be expected to remain current in technical support knowledge • Have significant knowledge configuring and supporting Microsoft, Apple, and mobile operating systems. • Have significant knowledge diagnosing and repairing virus and other malware installed on computers and mobile devices. • The Computer Support Specialist I is required to be a service-minded and self-motivated individual. • Must have the empathetic communication skills necessary to provide service to non-technical customers • Must be a good active listener and skilled at diffusing some service transactions for dissatisfied customers • Have the ability to work well in teams, including those which cross organizational boundaries. • Must have the ability to work in a highly collaborative environment.

The Computer Support Specialist I will have a two-year technical degree (or its equivalent) in electronics or a related field and at least two years of experience in a service position. Bachelor degree is preferred (Computer Science or Information Systems). • Will have excellent organization and communication skills. • From time to time will be called upon to provide sales support. • Will perform other duties as assigned.