Under general supervision, provides analysis, technical support, and help line support across multiple platforms.
Provides moderate level of customer service support for office automation applications, personal computers, and printers. Monitors servers and systems. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Logs and tracks calls using problem management database, and maintains history records and related problem documentation. Diagnoses reported hardware, software, and network problems. Resolves or repairs if possible and contacts additional technical support as necessary. Provides procedural guidance, demonstrates, and provides direction on various systems. Continues to improve technical expertise through the identification of new technical alternatives to resolve problems and/or general improvements. Accurately documents and reports problems to technical staff for resolution. Performs departmental administrative duties as assigned, such as generation and tracking of purchase requests, maintenance contracts, staff data, and departmental policies and procedures. Provides conference calling, fax and E-mail directory support through the use of multiple platforms and applications.
EDUCATION & EXPERIENCE:
Typically requires high school diploma or equivalent, and three to four years of related experience.
Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.