About This Role
The IT Specialist provides technical assistance for computer software and hardware, resolving issues and ensuring proper setup and maintenance of end-user workstations. This role is part of the Network Systems Directorate, supporting the Operations Team.
Responsibilities
- Provide technical assistance regarding computer software or hardware operation to resolve problems
- Receive and respond to incoming calls, emails, and/or work orders regarding desktop problems
- Enter commands, conduct computer diagnostics, and observe system performance to verify accurate operations and identify errors
- Set up equipment and ensure proper installation of cables, operating systems, and software of desktops for current and new employees
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels
- Maintain records of daily support requests to include problems, corrective actions taken, and installation activities
- Coordinate major hardware or software resolutions with vendors for service
- Communicate with users and their manager to establish requirements for problem resolutions, new systems, or modifications
Requirements
- US Citizenship
- Ability to obtain and maintain a DoD Security Clearance
- An undergraduate degree in Computer Science or Information Technology or related discipline from an accredited institution; or a high school diploma and 1 year of directly related experience; or a combination of education and directly related experience
- Demonstrated technical experience with basic personal computer hardware and software, including Windows, Microsoft Office, email clients, and TCP/IP networking
- Ability to install, repair, and troubleshoot hardware, software, and peripheral devices
- Effective written and oral communication skills
- Service-oriented and able to communicate and interface with users, peers, and vendors
- Ability to conduct research into PC issues and products as required
- Ability to read and understand technical manuals, procedural documentation, and OEM guides
- Ability to lift and transport heavy to moderately heavy objects, such as computers, servers, and peripherals
About the Company
Mercer Engineering Research Center (MERC), a research institute of Mercer University, provides high quality engineering, scientific, and technical support services to both government and private industry customers.
