Provides support services to employees with technical problems and information technology issues involving desktop, laptop, or network services and equipment from local personnel or from employees using network remote access. Coordinates, diagnoses and troubleshoots incoming employee calls. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Documents, and implements standard operating procedures and customer service guidelines relating to support. May participate in development of information technology and infrastructure projects. May conduct training programs designed to educate an organization’s computer users about basic and specialized applications.
Work is closely supervised by manager or more senior staff. Work assignments encompass a well-defined set of tasks requiring fundamental principles, theories and concepts. May be assigned to participate in projects. Utilizes learned principles, theories, concepts, and techniques. Follows standard practices and procedures. Emphasis is on learning company processes and nuances related to the job. Provides resolution to a variety of basic problems. Follows established practices with limitations in using judgment outside of those practices. Work is reviewed frequently. Contacts are typically with direct supervisor and other members of the team. Failure to successfully accomplish tasks can normally be corrected without significant impact. Bachelor’s degree with 0-2 year’s experience, or its equivalent.