Technical Support Technician I

POSITION: Technical Support Technician I

DIVISION: Administration

DEPARTMENT: Management Information Systems (MIS)

UNION/GRADE: Unit 6/Grade 8

BASIC PURPOSE:

Provides Tier 1 user support for reporting, logging, resolving or referring user issues/problems.

Provides Tier 1 user support, including troubleshooting hardware, software and peripheral problems. Assists MWRA users with the introduction to new or modified computer environments. Configures and installs hardware, software and peripheral products, for the MWRA users.

SUPERVISION RECEIVED:

Works under the general supervision of the Program Manager, MIS Operations.

On specific IT projects may be supervised by a team lead or project manager.

SUPERVISION EXERCISED:

None

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides Tier 1 technical support for user requests received by phone, email, in person or through the ticketing system.
• Investigates and provides basic troubleshooting of computer hardware, software, and peripherals.
• Notifies and escalates issues to appropriate staff as needed.
• Configures basic computer hardware, software, and peripheral products for the MWRA.
• Reviews and validates user requests for appropriate approvals as needed.
• Gathers detailed information needed for user requests to ensure their request is actionable and generates service request in ticketing system.
• Participates on computer hardware, software or peripheral project teams to assist with the introduction of new or modified computer technology.
• Follows all established documentation within technical support processes and provides input into procedures to improve accuracy and effectiveness.

SECONDARY DUTIES:

Perform related duties as required.

MINIMUM QUALIFICATIONS:

Education and Experience:

• Understanding of computer hardware and software as normally acquired through an Bachelor's degree in management science, engineering management, computer science or a related field and one year of experience; or
• An Associate's degree in management science, engineering management, computer science or a related field and at least through three (3) years of experience in a related field; or
• Any equivalent combination of education and/or experience.

Necessary Knowledge, Skills and Abilities:

• Knowledge of computer hardware, software and peripheral operation.
• Ability to effectively diagnose and interpret basic problems on a variety of computer hardware, software and peripheral devices and to define appropriate resolutions.
• Excellent analytical and interpersonal skills.
• Good written and oral communication skills.
• Knowledge of the following:

1. Operating System/Environments: Current Microsoft Windows Desktop and Server Operating Systems, Mac OS X.
2. Desktop Productivity Software: Current Microsoft Office Suite.
3. Groupware/Messaging Software: Basic knowledge of Microsoft Exchange Microsoft Teams, WebEx, Zoom, slack or other messaging software.
4. Graphics/Presentation Software: Basic knowledge of PowerPoint, Visio, Adobe Suite, AutoCAD, Fast Stone and Arc Info Suite.
5. Hardware Environment: Desktops, mobile devices multifunctional devices, basic knowledge of audio-visual equipment and various peripherals.
6. Network: Basic knowledge of Ethernet, TCP/IP, Wireless Networks, Active Directory and DNS concepts.

SPECIAL REQUIREMENTS:

A valid Massachusetts driver's license for travel between worksites.

A+ or a specific OEM certification or the ability to obtain within 1 year.

ITIL Foundations Certification or the ability to obtain within 1 year.

TOOLS AND EQUIPMENT USED:

Office equipment as normally associated with the use of telephone, copy, fax machines, MFDs and personal computers including word processing and other software.

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