On Job Training OJT Support Technician

• BRIEF STATEMENT OF THE PURPOSE OF THIS POSITION:

The OJT Support Technician is an internship position with Infinisource to provide an on the job experience.  The OJT Technician will work alongside and assist the IT Support Technicians with day- to-day duties involving computer hardware, software and technical support.   Including: installing, diagnosing, repairing, maintaining, and upgrading PC hardware and software. The OJT technician will also troubleshoot problem areas (in person, by telephone, Instant Messaging, or by e-mail) in a timely and accurate fashion, and provide end-user assistance where required. Position requires access to electronic PHI.

• PRIMARY RESPONSIBILITIES OF THIS POSITION ARE:

OJT Support Technician will assist in troubleshooting and maintaining PCs (including hardware and software), laptops, printers and scanners. Duties will include the following.

• Software installations and upgrades
• New PC installations
• Technical documentation
• Troubleshoot Microsoft Windows Operating system issues
• Troubleshoot local and network printing issues
• Work support tickets to resolution with our support team
• Other duties as assigned

Position Requirements

• Trainee will abide by the regulations and policies of his employer, the Branch Area Careers Center and the home high school.
• The employer assumes the responsibility of providing the trainee with the broadest occupational experiences in keeping with the job activities listed above.
• The employer assumes the responsibility of providing direct and close supervision by an experienced adult.
• The coordinator will arrange for in-school related instruction, consultation, and advisory service to parties concerned with this training program.
• The employment of the trainee shall conform to all federal, state, local laws and regulations, including non-discrimination against any applicant or employee because of race, color, sex or national origin.
• The training program shall not be interrupted by either trainee or employer without consultation with the coordinator.
• The trainee shall have a hour uninterrupted break after 5 hours of work.
• Driving must be occasional and incidental to the trainee's principle duties.
• Student's STAR indicates safety training received.

It is the policy of the Branch Area Careers Center that no person shall, on the basis of 

• race, color, religion, national origin or ancestry, sex, age, disability, height, weight or marital status be excluded from participation in, be denied the benefits of, or otherwise be subjected to discrimination in employment or in any program or activity in which it is responsible for which it receives financial assistance from the US Department of Education.

Knowledge & Experience

• Technical knowledge of PC and desktop hardware
• Hands-on hardware troubleshooting experience.
• Working technical knowledge of current protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Ability to troubleshoot
• Strong familiarity with Microsoft Office suite
• Able to understand technical manuals and procedural documentation
• Excellent customer service and communication skills
• Must be able to maintain consistent, courteous and professional behavior with great attention to detail and accuracy while solving assigned inquiries

• WHAT MUST THE INCUMBENT ACCOMPLISH TO MEET OR EXCEED THE RESPONSIBILITIES OF THIS POSITION:

Personal Attributes

• Ability to conduct research into PC issues and products as required.
• Ability to work independent of or with minimal immediate supervision.
• 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.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Strong customer-service orientation

• EDUCATION AND EXPERIENCE:

Current High School student enrolled in the Branch Area Career Center Information Technology program with the A+ and/or Network + Certifications

• INFINISOURCE CORE VALUES:

Put Customers First

Definition:  Strive to create the most value for the internal or external customer by dedicating yourself to meeting their expectations and establishing a mutual long-term success.

Behavior:

• Provide suggestions to improve quality and value to the customer
• Maintain positive customer relationships through effective communication
• Take personal responsibility for ensuring that any issues raised by customers receive prompt responses
• Routinely seek customer feedback and incorporates this data into strategies and action plans
• Maintain exceptional customer relations while developing new opportunities

Remain Learning Oriented

Definition:  Dedicate yourself to continuous and productive organizational learning and live that commitment by constantly learning.

Behavior:

• Continually raise the bar on your personal performance by enhancing current skills
• • Demonstrate openness to new and different ways of doing things
  • Exchange information freely with others to promote their learning and understanding
  • Create or participate in opportunities for self and others to acquire skills through a variety of methods

   

  Be Champions of Change

  Definition:  Accept, value, and actively promote change as a necessary business function by acting as an advocate for change initiatives.

  Behavior:

  • Motivate others to change by providing relevant facts and instructive data
  • Encourage and enlist others to participate in leading change
  • Model positive attitude toward change by clarifying that difficulty and conflict present opportunities for growth
  • Remove barriers to facilitate change
  • Continuously improve existing policies and attitudes in favor of more innovative and effective methods

   

   

  Maintain a Balanced Life

  Definition:  Establish and communicate the Big Rocks in your life to maintain personal stability by attempting to give equal weight to both your personal and work life.

  Behavior:

  • Manage the priorities of both home and work to achieve an appropriate healthy balance
  • Proactively seek out other's assistance in completing assignments to effectively manage workload
  • Spend time completing the most critical tasks of the day and set priorities to leave work at a reasonable time
  • Demonstrate flexibility in both work and home life to address changing demands
  • Spend appropriate time between work and home to avoid neglecting the needs of each

   

  Empowerment

  Definition: I am empowered to create a new history of personal accountability, confidence, knowledge and trust, by taking risks while leaving fear behind.

   

  Behavior:

  • Help others reach higher levels of performance through trust, delegation, participation, and coaching
  • Consult with others and ask questions to attain the knowledge to create the solution if needed don't be a lone ranger
  • Ability to think on your feet and not be afraid to take action on a decision
  • Self confidence to add value, take initiative, or fix the problem without asking permission
  • Communicate action taken appropriately to stakeholders

   

  • WHAT ARE THE COMPETENCIES AND SKILLS REQUIRED TO BE EFFECTIVE IN THIS POSITION:

   

   

  • Effective Problem Solver
    • Definition: Employs analytical abilities, pragmatism, and other tools to resolve complex problems in a variety of contexts
    • Behaviors:
  • Fashions solutions by synthesizing and applying relevant information or data
  • Employs thorough analysis and pragmatism to sort through options and reach timely decisions
  • Spots what is at the root of a problem; i.e., distinguishes its symptoms from its causes
  • Breaks down a problem or a situation into discrete parts that are easier to manage
  • Figures out how to solve problems, even those that appear hopeless

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