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: Close supervision involving detailed instructions and constant checking on work performance. LEADERSHIP AND MANAGEMENT: N/A KNOWLEDGE/SKILLS AND ABILITY: Little to no knowledge of the job. Moderate understanding of general job aspects and some understanding of the detailed aspects of the job. Applies job skills and company policies to complete a wide range of tasks. Supervision Received: Close supervision involving detailed instructions and constant checking on work performance. IMPACT: Errors can be detected easily and quickly within the immediate work unit and would only result in minor disruption or expense to correct. LIASON: Contacts are primarily within immediate work unit. Contacts involve obtaining or providing information requiring little explanation or interpretation.
QualificationsTYPICAL EDUCATION AND EXPERIENCE: AA Degree in related discipline; Or, High School and up to two (2) years of related experience with certification.