Address
Form of workJob Description
Description:
Work location will be 1451 Marvin Griffin Rd, Augusta, GA 30906
Job Summary:
Provides moderately complex technical support to end users for personal computers, system communications
(LAN/WAN) and/or software applications (packaged products/custom applications to comply with established
service level agreements).
Essential Job Functions:
1 Interfaces with end users to resolve moderately complex problems concerning system functions reported
through a problem ticket. Assesses diagnostic information and determines alternatives. May recommend
process changes.
2 Performs install, move, add, and change (ICMS) activities based upon prescribed procedures and processes.
Diagnoses problems, initiates scripts or loads patches to implement the activity. Escalates unresolved issues
or problems and may provide alternative courses of action.
3 Provides technical services in support of project work; works with project teams to implement defined
technical activities, such as distributing new personal computers or developing new software, in accordance
with established guidelines and procedures.
4 Provides guidance and training to client population on system and products to eliminate recurring errors for
larger or multiple systems/products with minimal coordination. Recommends changes to procedures and
processes; implements as approved.
5 Maintains currency regarding routine technological, product, process and/or other advances, specifically in
line of service, to ensure team performance and achieve team objectives.
6 Supports documentation maintenance; updates information and changes as directed.
7 Works with less experienced technical and non-technical personnel on both routine and complex projects.
Basic Qualifications:
1 High school diploma or G.E.D.
2 One or more years of technical training in computer field
3 Six or more years of technical support experience
4 Experience working with company products and operating systems
5 Experience working with solving computer-related technical problems
6 Experience working with the company escalation policy
