Under general supervision, responds to queries, diagnoses problems, and performs basic troubleshooting via phone discussions with end-users. Includes problem recognition, research, isolation, and resolution steps for first level calls. Support consists of troubleshooting and resolution of all technology related issues and/or escalation to appropriate technology personnel. Typically is able to resolve less complex problems immediately, while more complex problems are assigned to senior level support. May involve use of problem management database and help desk systems. Serves as first level of support at the Help Desk receiving calls via phone, e-mails or other means creating Help Desk tickets and assigning to the appropriate personnel for resolution. Works on assignments that are semi-routine in nature. Must be able to recognize deviations from standard practice. Receives general instruction on routine work and detailed instruction on new assignments.

EDUCATION/LICENSES/CERTIFICATIONS

High School diploma or equivalency certificate (e.g. GED, HiSET, TASC Test) from an accredited institution or governmental unit required with specialized training in Computer Science preferred.

EXPERIENCE

SKILLS