Job Title: PC Technician JOB SUMMARY: Under the supervision of the IT Manager, the PC Technician II serves as an IT Helpdesk technical support for desktop computers, applications, and related technology and ensures proper computer operations to end user. ESSENTIAL FUNCTIONS: • Provide general desktop support to end users including questions, problem resolution, and service requests related to all supported hardware and software. • Provide assistance to users via telephone, email, and in-person. • Monitor helpdesk queues in IT Helpdesk ticketing system. • Monitor system alert management system and responds to alerts for hardware and software issues. • Provide excellent customer service, answer IT Helpdesk phone in courteous and professional manner. • Understand and evaluate end-users needs, develop creative technical solutions, and know when to escalate a problem. • Document all requests, including the entire problem-solving process. • Learn the software and hardware used and supported by the organization. • Unpack, setup, connect and test new computers, printers and other peripherals. • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software. Disconnect, move, reconnect and test workstations and printers for move and change requests. • Troubleshoot LAN/WAN basic networking issues. • Troubleshoot printers, scanners, and other peripherals issues. • Responsible for setting up audio/visual equipment for presentations. • Perform routine maintenance as needed. • Perform other related duties as assigned. • Provide support after hours, on weekends and through on-call rotation. QUALIFICATIONS: • A Certification required, Network Certification and Microsoft Professional Certification are pluses. • 2-3 years of experience in IT Helpdesk technical support. • Solid background in personal computer hardware repair and/or troubleshooting. • Knowledgeable in computer hardware, operating systems, applications, and networks. • Familiar with MS Office, MS Office 365, and MS Azure is a plus. • Knowledge of Active Directory configuration, Windows, Windows Server, and Exchange. • Knowledge of diagnostic utilities and other research tools for troubleshooting and issue resolution. • Offer exceptional customer service to end users by being highly communicative and responsive. • Must be able to multitask. • Ability to work independently and also as a team member with the IT staff. • Good analytical skills to resolve problems, identify and document solutions. • Good interpersonal communication and relationship-building skills. Education and or Experience: Associates, Undergraduate Degree in Computer Science or a related discipline. 2-3 years of experience in Helpdesk technical support Language Skills: Speak, Read, Write and Understand English. Mathematical Skills Good Reasoning Ability High Certificates Licenses, Registrations:• A Certification required, Network Certification and Microsoft Professional Certification are pluses. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work Environments :The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Onsite in NY City (Chelsea section) Monday - Thursday. During June - September work remote 3 out of 4 Fridays. During October - May work remote every other Friday. The shifts are: 7:15 AM - 3:15 PM 8:00 AM - 4:00 PM 10:00 AM - 6:00 PM Also, must be available for a 12:00 - 8:00 PM shift at least one day per week or one week per month. Must also be on call on Saturdays every 4 to 8 weeks.