Under direct supervision, provides technical help desk support; interfaces with multiple levels of users, management, and technical staff
Provides low to moderate level of customer service support for office automation applications, personal computers, and printers. 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. 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. 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 one to two 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.