Responsible for providing quality end-user support and basic troubleshooting and technical assistance for Information Technology (IT) applications, products, and services. Works in cooperation with the Service Desk Tier II staff as the initial customer service contact and oversees the recording, tracking, on-going end-user communication, and resolution of all technical problems and requests for services for the Information Technology Division.

ILLUSTRATIVE DUTIES

• Receive, log, and appropriately research and respond to all service calls requesting IT services.

• Investigates user technical problems, identifies their source; determines possible solutions, and resolves or escalates the request to appropriate Information Technology Tier II support, primary IT section of responsibility, or IT management.

• Works directly with end-users, staff, vendors, and management to answer technical questions and resolve technical problems.

• Provides basic application training to callers requesting assistance with IT supported applications or systems.

• Ensures customer satisfaction through telephone assistance and/or remote support.

• Demonstrate troubleshooting skills in IT supported applications, PC hardware and software as identified in the attached special preferences.

• Maintain automated control logs and performs generation of miscellaneous reports to include call accounting reports, cell phone databases, work ticket reports and various reports from various logs and automated software.

• Maintain up-to-date inventory for all hardware and software site licensing.
• Escalate to management when appropriate service level agreements are not met.
• Confers with users and IT personnel to develop new approaches or alternatives to ensure that user assistance is being provided effectively and efficiently.
• Maintains a good working relationship with end-users.
• Responsible for contacting users to obtain any necessary information needed for processing a production request order and advises users of delays in processing schedules.

• Responsible for all aspect of cellular phone service to include account set-up, ordering, initial phone set-up, data conversion, programming, minor trouble shooting, record keeping, reporting and vendor contact.

• Checks incoming materials, parts, and supplies against invoices and purchase orders to assure accuracy.

• Develops and writes training manuals and/or instructions that can be provided to employees that use IT supported systems and applications.
• Performs related duties as required.
  

KNOWLEDGE, ABILITIES AND SKILLS

• Must be able to communicate effectively and cooperatively with end-users, IT staff, and vendor support personnel.
• Must be able to work independently and solve problems effectively and creatively.
• Must demonstrate the ability to learn and support new automated systems and applications
• Must possess a general knowledge of the information technology industry, products, and trends.
• Knowledge of general customer service techniques.
• Knowledge of automated office practices and procedures.
• Knowledge of a wide variety of personal computer hardware and network systems.

• Knowledge of standard computer equipment.
• Knowledge of complex and standard applications and teleprocessing networks.
• Ability to learn the standard Service Desk means, methods, and procedures.
• Ability to learn the use of the equipment and terminology used within this work unit.
• Ability to understand and follow oral and written instructions and write in a manner that can be understood.
• Ability to demonstrate excellent verbal and written communications skills.
• Ability to establish and maintain a professional effective working relationship with end- users, IT staff, and support personnel.

• Ability to work as part of a team.
• Ability to work independently and solve problems effectively and creatively.
• Ability to research, investigate, experiment, detect, inspect, verify, recognize, and recommend solutions.
• Ability to recognize incorrect information or work and take remedial actions independently.
• Ability to train others.
• Ability to use independent judgment and make analytical recommendations.
• Ability to see, talk, bend, stoop, stand, sit for long periods, ambulate independently, drive, make written notes, speak, communicate both orally and in writing.
• Ability to lift a minimum of forty -five (45) pounds weight.
• Ability to perform tasks that require eye and hand coordination and the ability to concentrate on detail and sequential work tasks.