Description : Job Summary :
The individual contributor is primarily responsible for providing first level support to resolve problems with network / telephony products and applications, performing the setup and maintenance of computer systems, and interacting with third party hardware and / or software vendors under the guidance of more senior team members.
Essential Responsibilities :
- Completes work assignments by following procedures and policies, and using data and resources; collaborating with others to address business problems;
- adhering to established priorities, deadlines, and expectations; communicating progress and information; occasionally identifying and recommending ways to address improvement opportunities;
and escalating issues or risks as appropriate.
Pursues self-development and effective relationships with others by sharing information with coworkers and customers; listening and responding to performance feedback;
acknowledging strengths and weaknesses; and adapting to and learning from change, difficulties, and feedback.
- Follows procedures for incident escalation and notification to leadership.
- Follows standard operating procedures.
- Provides first level support to resolve problems with products and applications by meeting customer service standards (e.
g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
- Supports efforts to analyze and prioritize incoming requests and alerts.
- Supports troubleshooting efforts in conjunction with customer to identify routine problems.
- Escalates routine problems, as necessary, to appropriate resource (e.g., support team, vendor).
- Supports tracking and documentation of details of problems, status of service requests, and resolutions.
- Reviews information (e.g., procedures, installation, configuration) related to new technology.
- Provides the knowledge repository for routine technical support.
- Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).
- Supports the documentation of workarounds for problem records and changes to proactive processes.
- Resolves non-complex problems under the guidance of others.
Minimum Qualifications :
Associates degree or equivalent in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field OR Minimum one (1) year IT experience OR Microsoft certification (e.
g., A+, MCP, MCSE, etc.) related to IT support.
Additional Requirements :
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