Under immediate supervision, provides support for help desk personnel in the organization; interfaces with multiple levels of users concerning first level needs.
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. Interfaces with carrier representatives to obtain pricing, service selection, and billing information. 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 zero to six months 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.