General Summary Provides technical assistance to computer users. Answers questions or resolves computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. The responsibilities of this role include:
• Working under close supervision.
• Taking responsibility for own work and making decisions with limited impact; impact of decisions is readily apparent; errors made typically only impact timeline (i.e., require additional time to correct).
• Using verbal and written communication skills to convey basic, routine factual information about day-to-day activities to others who are fully knowledgeable in the subject area.
• Completing tasks that require multiple steps that must be performed in a specific order, using directions or manuals that accurately document the steps necessary to perform the tasks.
• Using deductive problem solving required to solve moderately complex problems; most problems have defined processes of diagnosis/detection; some limited data analysis may be required.
• Exercising some creativity may be required to troubleshoot technical problems or deal with novel circumstances.
Principal Duties & Responsibilities
• Supports troubleshooting efforts to identify routine and moderately complex problems.
• Follows standard operating procedures.
• Seeks out learning opportunities and feedback to increase own knowledge and skill using internal and external training resources.
• Provides first or second level support to resolve problems with products, applications, and devices.
• Communicates with project lead via email and direct conversation to provide project status updates and information about impending obstacles.
• Supports documentation of details of incidents, status of service requests, and resolutions, and follows escalation procedures.
• Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).
• Understands the importance of contributions from individuals of varying backgrounds, locations, and cultures.
• Completes moderate technical tasks assigned by more senior personnel.
• Follows procedures for incident escalation and notification to appropriate resources.
• Resolves routine problems and attempts to resolve complex problems.
• Reviews information (e.g., procedures, installation, configuration) related to new support.
• Adapts to moderate changes and setbacks in order to manage pressure and meet deadlines.
• Contributes to the knowledge repository for routine and moderately complex technical support.
IT Core Competencies
• Accountability - Hold one's self and others accountable for measurable quality, timely and cost-effective results, and accepts responsibility for impacts to the business and changes to business processes.
• Adaptability - Adjusting own behaviors to work efficiently and effectively in light of new information, changing situations and/or different environments.
• Collaboration - Fosters working together by establishing, communicating, and reinforcing shared values, norms, and objectives.
• Communication - The ability to effectively exchange information with stakeholders in addition to the ability to accurately hear and understand the partially expressed thoughts, feelings, and concerns of others.
• Financial Acumen - Ability to understand in-depth financial information that can be used to make meaningful insights to drive business growth in a safe and transparent environment.
• Influence - The ability to accomplish goals through others.
• People Development - Models and creates an environment that promotes career development.
• Strategic Focus - Applies a comprehensive approach using business acumen and industry research to solve systematic complexities that promote growth.