JOB OPENING: PC Technical Support Specialist

Summary

Under the general direction of the Technology Director, the PC Technical Support Specialist provides technical and educational support to UNITE HERE Local 11’s on-site and remote PC and Mac users to answer questions, resolve issues, and increase end-user productivity with minimal downtime.

Department or Director(s): Information Technology
Location: Regional: Southern CA and Arizona
Reports to: Technology Director

Job Responsibilities (include but are not limited to):

  • Handle Tier 1 help desk escalations through tickets or phone.
  • Respond to, update, and complete trouble tickets in system used to track request calls and dispositions.
  • Provide ongoing support to PC and Mac users in the daily use of the systems implemented, including, but not limited to: training users, answering questions, and suggesting methods to increase user productivity.
  • Escalate issues and act as a liaison between users and appropriate upper-tier support technician if unable to resolve requests.
  • Evaluate and analyze requests for computer hardware and software to be purchased and/or added to one of UNITE HERE Local 11’s local area networks. Order equipment and/or related supplies on behalf of end users.
  • When time permits, assist in the implementation of database applications. Implementation phases include systems design, development and modification, testing, documentation, training and post implementation review.
  • Support audio and video equipment in conference rooms and provide troubleshooting for remote staff.
  • Maintain and monitor internal/external assets to ensure accurate inventory records.

Job Requirements/Qualifications:

  • Education or equivalent experience: BS in Computer Science/Information Technology/Network Engineering/CIT/Computer Engineering/Systems Engineering, Apple Certified iOS Technician, and work experience troubleshooting PCs and MACs in a high-pressured office environment.
  • Specialized knowledge or skills: Extensive knowledge of networks, hardware, printers, MS software, applications, and operating systems, cloud computing, and IT Service Management (ITSM).
  • Additional qualifications: Interested in improving productivity with computers; excellent hardware and software troubleshooting, problem solving and interpersonal skills.
  • Required attributes: Excellent communication skills. Must be able to listen, understand, and speak with clarity to figure out the problem and to be able to explain the solution, if necessary.
  • Enthusiastic about being part of an organization that improves the lives and well-being for more than 31,000 hardworking individuals.
  • Overnight travel is required: Approx. 20%
  • Driver license required
  • Excellent written and verbal communication skills.
  • Superior analytical, evaluative and problem-solving abilities.
  • Union experience preferred.
  • Able to work effectively in a team environment.
  • Can communicate clearly and effectively with business end-users.

How To Apply

Please email a résumé, references, and cover letter with “PC Technical Support Specialist” in the email subject line to dosborn[at]unitehere11[dot]org. Please include your available start date in the cover letter.