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: Limited supervision. No instructions needed on routine work and general instructions given on new lines of work or special assignments. LEADERSHIP AND MANAGEMENT: N/A KNOWLEDGE/SKILLS AND ABILITY: Full 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: Limited supervision. No instructions needed on routine work and general instructions given on new lines of work or special assignments. IMPACT: Errors may be difficult to detect and would normally result in loss of customer business, material, or equipment to resolve. LIASON: Contacts are frequent with individuals representing other departments, and/or representing outside organizations. Contacts involve obtaining or providing information or data on matters of moderate importance to the function of the department of which may be a sensitive nature.
QualificationsTYPICAL EDUCATION AND EXPERIENCE: AA Degree in related discipline and three (3) years related experience; Or, High School and five (5) years related experience with relavent certification.