Technician Job Description
A Technician maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.  Documents, maintains, upgrades or replaces hardware and software systems.  Supports and maintains user account information including rights, security and system groups. Uses experience and training to plan and accomplish goals.  Multi-tasks between customer service and hands-on workshop projects.   

Customer Service: The fulfillment of customers computer and computer related needs whether in store or on location.  Effectively care for the customer’s concerns while maintaining a professional image.  Invoicing and collecting payment from customers.

Sales: Fulfilling customer’s computer and computer related purchasing needs.  Suggesting items that benefit the customer and their use of technology.  Keen awareness of industry products and services available through The Computer Friend.

Workshop Projects: Remote calls, troubleshooting repairs in shop, install software, configure networks/printers/other, maintenance of shop, inventory care, support owner/manager/other staff with project assistance. 

Reports to Manager

I.    Technician Job Qualifications
         - Associates degree or trade equivalent preferred
        - Software or Hardware certifications a plus!
        - 1-3 years of experience in the technical field
        - 3-5 years experience in a customer service, sales or related industry
        - Must have valid and current driver’s license/insurance
        - Be able to troubleshoot, multi-task, follow direction, think through problems
        - Good communication skills: verbal, written and listening
        - Follows direction and desires to excel

II.   Technician Responsibilities
        - Respond to appointments set by manager
        - On location, in-store or remotely: Troubleshoot and/or repair hardware, software, virus, adware, drivers, internet updates, wireless connections, networks,
         printers, scanners, cabling the above and all other issues that arise. 
        - Inform customer of current and future needs The Computer Friend could fill for them in products and services
        - Put systems together, install basics, repair, upgrade, update, etc. in store projects
        - Tutor or assist customer with areas of need.
        - Create Invoices, communicate with Customer services and products provided and collect payment from customers
        - Track inventory ordered, taken, sold on-site (toolkits, phone, etc)
        - Answer phone if appropriate, take messages
        - Greet customers, take projects, take messages
        - Clean and organize desk and workshop