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Job Summary: The primary purpose or role of this position: Provide technical assistance and troubleshooting related to personal computer (PC)
software & hardware and telecommunication services, including connectivity, to all LM and LMS employees,
subcontractors, and affiliates.

• Efficient, knowledgeable, and professional telephone, email, and face-to-face support of the user population to address requests.
• Thoroughly and accurately document all activity in the organization?s trouble-ticketing system.
• Troubleshoot issues presented in a timely and accurate fashion.
• Provide end user training and assistance where required.
• Collaborate with other IT support personnel for topics beyond the scope of first level support.
• Ability to independently organize own work to meet established objectives, using discretion in performing duties.
• Consistently provide polite, professional, and patient telephone support for a wide-range of technical support needs to a

geographically dispersed user population representing widely varying levels of technical capabilities.

• Work with end users to identify and deliver required software and hardware service via telephone, email, and in-person interaction.
• Troubleshoot issues presented in a timely and accurate fashion.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation software and hardware, networked peripheral

devices, and telecommunications services.

• Perform on-site and remote analysis, diagnosis, recommendation, and implementation of corrective solutions for complex PC issues.
• Assist in maintaining an inventory of all computers, monitors, printers, scanners, and other peripheral equipment.
• Maintain up-to-date knowledge of relevant software and hardware products.

Experience required to perform job: Theoretical and practical knowledge of software and hardware and exposure to assisting others
with needs related to the topics. List skills and capabilities needed to perform this position: Professional level of language skills,
mathematical skills, communication skills, reasoning ability, and computer skills necessary to perform essential functions of the job.
REQUIRED software proficiency: Microsoft Windows up to and including current version; Microsoft Office up to and including current
version.
List technical knowledge that is required to perform position:

• Excellent technical knowledge of network operations and PC hardware and peripherals.
• Comprehensive working knowledge of computer systems and commonly used software, specifically current versions of

Microsoft Windows and Office suite of products.

• Capability to quickly grasp support requirements for software and processes specific to the user-operating environment.

Minimum Requirements: Vocational/technical training beyond high school and 4 years of job-related experience. Excellent communications and analytical skills;
demonstrated working knowledge of computer systems and integrated software application programs. Some positions may require the
ability to investigate, troubleshoot, and design solutions to problems in operational hardware and software. Position may require travel
and the ability to pass and maintain a Security Clearance. Preferred Qualifications: Experience with a variety of Microsoft products, McAfee, Adobe Acrobat, Intel-based PC hardware, and Entrust technologies;associated certifications desirable.
Powershell skills a plus