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Form of workJob Description
PRIMARY FUNCTION:
Resolves computer software and hardware problems of users. Receives telephone calls from users having specific problems. Talks with user to determine source of specific error and recommends solution. Works with senior technicians and programmers to explain problems or to recommend solutions to problems.
RESPONSIBILITIES AND TASKS:
- 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.
- Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
- Logs and tracks calls using problem management database and maintains history records and related problem documentation.
- Prepares standard reports, such as Help Desk incident reports.
- Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
- Consults with programmers to explain software errors or to recommend changes to programs.
- Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
- Writes or revises user training manuals and procedures.
- Develops training materials such as exercises and visual displays.
- Maintains up-to-date knowledge of industry standards and trends.
- Serves as a resource person to others in the Division and participating in projects as required.
- Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
- Instructs users in use of equipment, software, and manuals.
- Recommends or performs minor remedial actions to correct problems.
- Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
- Replaces defective or inadequate software packages.
SUPERVISORY RESPONSIBILITIES:
None. This is an individual contributor position. Competencies required: Functional/Technical Skills, Action Oriented, Problem Solving, Learning on the Fly and Interpersonal Savvy.
MINIMUM EDUCATION AND EXPERIENCE:
- Associates degree or 1 year or more computer related technical field or equivalent in a computer support environment
- Experience with Dell Equipment preferred.
REQUIRED TECHNICAL SKILLS:
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to interpret an extensive variety of technical instructions in written or diagram form and deal with several abstract and concrete variables.
- Excellent Customer Service Skills
- Excellent written and oral skills and able to interface with all levels within the company.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
