DescriptionJOB DESCRIPTION: Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee). SCOPE: N/A PROBLEM COMPLEXITY: N/A FREEDOM TO ACT: General supervision and instructions given for routine work, and detailed instructions given for new activities or special assignments. LEADERSHIP AND MANAGEMENT: N/A KNOWLEDGE/SKILLS AND ABILITY: Considerable knowledge of the job. Complete acquaintance with and understanding of the general and detailed aspects of the job and their practical applications to problems and situations ordinarily encountered. Supervision Received: General supervision and instructions given for routine work, and detailed instructions given for new activities or special assignments. IMPACT: Errors may be detected and corrected but may cause moderate loss of time or customer/user dissatisfaction. LIASON: Contacts are typically with individuals within own department and occasionally with contacts outside own organization. Contacts involved obtaining or providing information or data requiring some explanation or interpretation.
QualificationsTYPICAL EDUCATION AND EXPERIENCE: AA Degree in related discipline and one year related experience; Or, High School and two (2) years of related experience with relevant certification.