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Sr. PC/LAN Technician more...
Location:Saint Louis, MO
Company:Express Scripts
First posted:April 11, 2017 (last updated 30+ days ago)
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Schedule: Full-time
Job ID: REQ20007131

POSITION SUMMARY

 

The Sr. PC/LAN Technician is responsible for the day to day performance and operation of both PC and LAN hardware and software. The Sr. PC/LAN Technician installs, configures, troubleshoots, and repairs computer workstations and local area networks, monitors performance, diagnoses and resolves problems. The Sr. PC/LAN Technician provides accurate, timely and creative solutions to end-user computer and network problems. The Sr. PC/LAN Technician serves as an escalation point for technical, process and procedural questions and issues. The Sr. PC/LAN Technician ensures adherence to standard IT practices, techniques and established escalation processes The Sr. PC/LAN Technician manages installation related efforts and participates in IT projects across the organization.

 

ESSENTIAL FUNCTIONS

  • Completes the installation and maintenance of local infrastructure equipment which may carry data, voice and video communications to defined standards. Coordinates with internal and external partners as required. Participates on call rotation as needed including nights and weekends.
  • Installs, configures, troubleshoots, and repairs Windows or Macintosh desktop and laptop computer systems, peripheral equipment and mobile devices. Escalates unresolved issues in a timely manner. Configures and maintains Windows or Macintosh standard applications and networking software, diagnosing and solving hardware and software problems.
  • Delivers exceptional customer service, proactively setting expectations with customers and following up appropriately. Manages service request queue and resolves daily hardware and software service and support requests. Adheres to established service level agreements. Thoroughly document work performed in ticketing system. Recommends ways to improve the customer experience.
  • Maintains and tracks inventories of hardware for desktops, laptops, thin clients and peripherals in the appropriate systems.
  • Manages project assignments. Assigns task to others. Ensures project dates are met. Schedules installations/ upgrades and provides system maintenance in accordance with IT procedures. Works on site specific department projects and/or sub-projects.
  • Implements approved operating system enhancements and recommends system modifications to reduce user problems. Interacts with other support groups to restore service and /or identify and correct end-user computing problems.
  • Serves as escalation point within the team to resolve more complex problems.
  • Serves as Subject Matter Expert (SME) across the organization. Proactively shares technical knowledge with PC/LAN technicians across the organization. Provides training and guidance for new team members.
  • Leads process improvement efforts. Documents processes and creates checklists to ensure standardization of work. Proactively updates documentation if changes are necessary.
  • Manages user and equipment moves along with occasional unloading of new equipment and disposal of old equipment to salvage vendor.

QUALIFICATIONS

  • Bachelor's degree in IT preferred or 8 - 11 years of relevant working experience
  • 2 - 5 years of PC/LAN technical experience; previous customer service experience preferred
  • General knowledge of Microsoft Operating systems, especially NT4, and Microsoft Office
  • Excellent oral and written communication skills, excellent customer service skills, ability to actively listen, ability to plan projects and meet deadlines, Ability to prioritize and handle multiple tasks
  • Scheduled on-call and some travel maybe required in this position
  • Continued enhancement of Technical Skills through continuing education/seminars and interaction with other IT disciplines

*LI-KM2

ABOUT EXPRESS SCRIPTS

Advance your career with the company that makes it easier for people to choose better health.
Express Scripts is a leading healthcare company serving tens of millions of consumers. We are looking for individuals who are passionate, creative and committed to creating systems and service solutions that promote better health outcomes.
Join the company that Fortune magazine ranked as one of the 'Most Admired Companies' in the pharmacy category. Then, use your intelligence, creativity, integrity and hard work to help us enhance our products and services.
We offer a highly competitive base salary and a comprehensive benefits program, including medical, prescription drug, dental, vision, 401(k) with company match, life insurance, paid time off, tuition assistance and an employee stock purchase plan.
Express Scripts is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class. Applicants must be able to pass a drug test and background investigation.
Express Scripts is a VEVRAA Federal Contractor.

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