Hardware Support Technician, Supervisor

What this Job Entails:

The Hardware Support Technician Supervisor role is responsible for supporting and maintaining technology equipment and IT assets. This includes installing, configuring, diagnosing, repairing, and upgrading all hardware and equipment while ensuring its optimal performance. The individual will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.

Scope:

• Directs subordinates to complete tasks using established guidelines, procedures and policies.

• Monitors daily operations of a unit or sub-unit. Requires full knowledge of the area of functional responsibility.

Your Roles and Responsibilities:

• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.

• Accurately document instances of hardware failure, repair, installation, and removal. Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.

• Support development and implementation of new computer projects and new hardware installations.

• Conduct research on computer products in support of PC procurement and development efforts.

• Write technical specifications for purchase of PCs, networking hardware and related products.

• Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.

• Work with end users to identify and deliver required PC service levels.

• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.

• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.

• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.

• Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.

• Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.

• Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.

• Monitor and test PC performance and provide PC performance statistics and reports.

• A portion of time is normally spent performing individual tasks related to the unit or sub-unit.

• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills:

• High school diploma or general education degree (GED) and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience

• Provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.

• Hands-on hardware troubleshooting experience.

• Ability to operate tools, components, and peripheral accessories.

• Able to read and understand technical manuals, procedural documentation, and guides.

• Ability to conduct research into PC issues and products as required.

• Effective interpersonal skills and relationship-building skills.

• Strong written and oral communication skills.

• Ability to present ideas in user-friendly language.

• Understanding of the organization’s goals and objectives.

• Self motivated and directed.

• Strong attention to detail.

• Analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Ability to work in a team-oriented, collaborative environment.

• Strong customer-service orientation.

Physical Demand & Work Environment:

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing

• Must have the ability to move from place to place within an office environment

• Must be able to use a computer

• Must have the ability to communicate effectively

• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers