---

---

Location

North Carolina | United States

---

Job description

Service Support Analyst required to provide technical and support services in the installation, configuration, operation, maintenance and troubleshooting of computer hardware, software and peripheral equipment for students, faculty and staff.

***All FTCC staff are working 100% onsite. The candidate will be expected to work five days a week on campus in Fayetteville, NC.

Service Support Analyst required to provide technical and support services in Fayetteville, NC in the installation, configuration, operation, maintenance and troubleshooting of computer hardware, software and peripheral equipment. To support students, faculty and staff by performing diagnosis and resolutions of technical issues as related to the use and performance of all campus personal computers through hands-on and help desk functions. To assist in the maintenance and reporting related to hardware and software inventory database. This position s responsibilities require independent analysis, communication and problem solving. Duties are performed with little supervision and require initiative and judgment.

Receives direction from the Management Information Services (MIS) Support Manager or Computer Support Supervisor.

May exercise technical and functional supervision over Computer Support Technicians I.

Essential Duties- Duties may include, but are not limited to, the following:
- Assist end-users in the proper use of computer hardware, software and peripheral equipment within the established standards and guidelines.
- Assist and prepare room layout and replacement/setup of computer classrooms and open IT labs.
- Install computer hardware and software; link peripheral equipment and test configuration.
- Analyze research and provide solutions to faculty and staff requests for information technology needs.
- Troubleshoot hardware and software problems as they relate to data communications, computers, printers and peripherals utilizing diagnostic software and logical troubleshooting procedures.
- Work with MIS staff as appropriate to determine and resolve problems and requests received from end-users.
- Perform major computer repairs as they relate to operating system platforms, hardware installation and upgrades.
- Perform routine inspections and preventative maintenance of computer hardware.
- Download software patches and other appropriate hardware from the Internet, test and install as necessary.
- Provide help desk support as well as perform day-to-day administration, maintenance, and support of computers and peripherals.
- Coordinate vendor support between the College and manufacturer representatives for hardware and software information for computer systems; maintain information about equipment and installation; identify software users and recommend packages or other approaches as assigned.
- Accept responsibility for any tools issued by the College to perform daily job functions, as required (e.g. iPads, laptops, etc.).
- Maintain inventory of computer hardware, software, and supplies.
- Compile and prepare job-related reports and documentation, as required.
- Write basic computer code and report generation programs, as required.
- Test and evaluate new computer hardware and software for campus use.
- Attend workshops, conferences and meetings related to assigned area(s) of responsibilities.
- Provide training to end-users in the proper operation of computer equipment and applications.
- Frequently required to stand, bend, stoop, kneel, crawl, and walk.
- Occasionally required to climb stairs.
- Must occasionally lift and/or move up to 30 pounds.
- Required to use hands to finger, handle, or feel object, tools, or controls, and reach with hands and arms...
- Hear Audible equipment indicators and verbal communications in the environment.
- Must see with sufficient close vision, distance vision, color vision, peripheral vision, and depth perception; and focus adjustment to differentiate light/color intensity and evaluation perceivable changes in the environment.
- Perform related duties as assigned.

Knowledge of:
- Principles of data communications.
- Installation, configuration, operation, maintenance, troubleshooting and diagnosis of computer hardware, software and peripheral equipment.
- Extensive knowledge of multiple versions of Windows products based on campus standards.
- Extensive knowledge of computer workstation/desktop hardware, software, and peripherals based on campus standards.
- Troubleshooting, problem-solving techniques and repair techniques.
- Basic Internet access, search and downloading techniques.
- Current and emerging social, mobile technologies hardware, software and operating systems.
- Accepted safety practices when dealing with electronic devices and equipment.
- Basic record keeping procedures.

Ability to:
- Assist in performing maintenance and repairs on assigned computers.
- Ability to effectively work with a wide variety of people.
- Provide assistance and instruction to students, faculty and staff on technical matters appropriate to assigned area.
- Interpret and apply College policies, procedures, rules and regulations.
- Read, understand and interpret hardware and software manuals, apply such information as appropriate.
- Work independently or as part of a team if needed to resolve problems; be available on-call to resolve problems after normal business hours and on weekends, as needed.
- Recognize research and diagnose hardware and software problems, repair when possible.
- Access the Internet to download software patches and other appropriate software.
- Provide training in the use of computer, software and peripheral equipment.
- Maintain job-related records and prepare reports.
- Safely operate and care for tools, equipment and materials used in the diagnoses and installation of computers and peripherals.
- Plan, organize and prioritize work with a minimal amount of supervision.
- Establish and maintain effective working relationships with those contacted in the course of work.
- Communicate clearly and concisely, both orally and in writing.

Experience:
- One year of experience troubleshooting computers, peripherals, and software applications required. Demonstrated technical expertise in support of operating systems required. Ability to work under pressure on multiple tasks, completing them accurately and in a timely manner.

Training:
An Associate degree from an accredited College in computer technology, computer science, information technology or network communications technology; or equivalent.

Required/Desired Skills

Skill Required /Desired Amount of Experience
Posses superb problem-solving skills and have skills and have experience troubleshooting computers, peripherals, and software applications.	Required	2	Years
Ability to effectively work with a wide variety of people.	Required	2	Years
Plan, organize, and prioritize work with a minimal amount of supervision.	Required	2	Years
Establish and maintain effective working relationships with those contacted in the course of work.	Required	2	Years
Communicate clearly and concisely, both orally and in writing.	Required	2	Years
Read, understand, and interpret hardware and software manuals and apply such information as appropriate.	Required	2	Years
Work independently or as part of a team if needed to resolve problems.	Required	2	Years
Recognize, research, and diagnose hardware and software problems and repair when possible.	Required	2	Years
Provide training in the use of computer, software, and peripheral equipment.	Required	2	Years
Safely operate and care for tools, equipment, and materials used in the diagnosis and installation of computers and peripherals.	Required	2	Years
Demonstrated expertise in Windows 10	Required	2	Years
Proficient in working with end-users remotely	Required	2	Years
Extensive experience in Microsoft Office Applications (Word, Excel, PowerPoint, and Access)	Required	2	Years
Provide assistance and instruction to faculty and staff on technical matters appropriate to assigned area.	Required	2	Years

Questions

No. Question
Question1	Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?
Question2	All work must be completed on site. Do you accept this requirement?
Question3	Please list candidate's email address HERE.
Question4	Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment.
Question5	Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement?
Question6	Vendor must notify the agency if any portion of the requirements listed in this task order is to be outsourced to other countries. Do you accept this requirement?
Question7	Candidates submitted above the rate of $$$ may not be considered. Do you accept this requirement?
Question8	Confirmation that you have thoroughly validated, and attest to the accuracy of, the credentials listed throughout this candidate s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440 is required. Do you confirm?
Question9	Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the supplier to adhere to any applicable compensation laws including payment for overtime hours. Do you accept this requirement?

---

Job tags

---

---

Salary