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The PC Technician’s role is to support and maintain in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.

Responsibilities

Strategy & Planning

• Works directly with users and Engineers to determine system (i.e. Hardware, Software, System) requirements and develop solutions to meet those needs.

• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.

• Responsibility to assess the need for new technologies to maintain end-user needs on internal Help Desk and eCommerce systems and partner with Engineering team to develop strategy and implement solutions.

• Accurately document instances of hardware failure, repair, installation, and removal.

• Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs. 

• Support development and implementation of new computer projects and new hardware installations.

• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations. 

• Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans.

Acquisition & Deployment

• Conduct research on computer products in support of PC procurement and development efforts. Evaluate and recommend hardware products for purchase.

• Write technical specifications for purchase of PCs, networking hardware and related products.

• Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.

Operational Management

• Work with end users to identify and deliver required PC service levels.

• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.

• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.

• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.

• Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.

• Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.

• Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.

• Monitor and test PC performance and provide PC performance statistics and reports.

• Construct, install, and test customized configurations based on various platforms and operating systems.

• If necessary, liaise with third-party support and PC equipment vendors.

• Provide guidance to junior members of the team as required.

Formal Education & Certification

• College diploma or university Associate degree in the field of computer science, information systems and/or 1-2 years equivalent work experience.

Knowledge & Experience

• Excellent technical knowledge of network and PC hardware

• Hands-on hardware troubleshooting experience.

• Extensive equipment support experience with desktop and laptop.

• Working technical knowledge of current network protocols, operating systems, and standards, including Windows XP/7, Apple OSX, and Microsoft Office Suite.

• Ability to operate tools, components, and peripheral accessories.

• Able to read and understand technical manuals, procedural documentation, and OEM guides.

• Ability to conduct research into PC issues and products as required.

Personal Attributes

• Effective interpersonal skills and relationship-building skills.

• Strong written and oral communication skills.

• Ability to present ideas in user-friendly language.

• Understanding of the organization’s goals and objectives.

• Self motivated and directed.

• Keen attention to detail.

• Analytical and problem-solving abilities.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Ability to work in a team-oriented, collaborative environment.

• Strong customer-service orientation.

What to Do Next: 

Please send us a resume and a cover telling us why no one is more right for the position than you. You can be sure that Cricut is a workplace that values individuality and variety, so write to us in your real voice and tell us what you’re all about. Please submit any online presence you may have (Twitter, Facebook, Fan pages made because of you), and if you are a DIY enthusiast, whether you think you are a good one or not, that means a lot to us, and we would love to hear about it when you send us your information!