Essential Functions, Duties, and Responsibilities:

• Ensures software configurations are consistent with defined standards.
• Minimizes PC equipment downtime by completing periodic preventative maintenance as directed.
• Provides Service Desk and desktop support as required. Desktop equipment includes but is not limited to computers; telephones; printers; monitors; peripherals and other devices as required. Escalates or refers issue to Senior Desktop Support Technician for assistance as appropriate.
• Coordinates as directed with outside service providers, 3rd party support, or other vendors for the repair or replacement of equipment.
• Follows all asset management requirements and policies.
• Assists with setup, installation, and general maintenance of PC hardware, software, printers, desktops, phones, and peripherals.
• Supports work order or project-related tasks, including support of local area network and branch operation activities (branch or location openings, etc.).
• Receives and responds to incoming calls, pages, and/or e-mails regarding support issues using company provided mobile devices and/or other computer equipment.
• Serves in On Call rotation and where availability is required as determined by a published schedule.
• Constructs, installs, and tests customized configurations based on various platforms and operating systems.

Qualifications:

• Technology related 2-year degree or equivalent from a college, university, or technology school.
• At least six months to one-year technology related experience.
• A+, Network+ or equivalent certifications preferred.

KNOWLEDGE, SKILLS, ABILITIES AND OTHER:

• Technical knowledge of network and PC hardware including printers and other desktop peripherals.
• Working technical knowledge of current network protocols, operating systems, and standards.
• Knowledge of principles and processes for providing quality customer service including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Skill in performing hands-on troubleshooting of computer and other technical equipment.
• Skill in operating tools, components, and peripheral accessories.
• Skill in active listening and giving full attention to what other people are saying, taking time to understand the points being make, asking appropriate questions, and not interrupting at inappropriate times.
• Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Skill in determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
• Skill in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Skill in considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Skill in identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
• Ability to tell when something is wrong or is likely to go wrong - not solving the problem but only recognizing there is a problem.
• Ability to conduct research into PC issues and products and required.
• Ability to apply general rules to specific problems to produce answers that make sense.
• Ability to combine pieces of information to form general rules or conclusions and find relationships among seemingly unrelated events.
• Ability to read and interpret documents such as technical, operating and maintenance instruction and procedure manuals.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Competencies:

• Service Champion – Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
• Langley Ambassadors – Demonstrates a passion for Langley’s vision, encouraging diversity, equity and inclusion while considering Langley’s values when making decisions and taking accountability for delivering results.
• Agile in Action – Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.
• Team Driven – Collaborates across Langley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.
• Continuous Learners – Maintains an understanding of Langley’s business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)