Principal Accountabilities:
Resolve technical problems in a call center/help desk environment. Use expertise in customer service and technical knowledge gained from prior programming experience to resolve issues surrounding installation, usage, and training on software and/or hardware products.

Under close supervision:

* Follow documented and standardized procedures to diagnose and troubleshoot incoming employee calls

* Provide support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access

* Provide timely resolution of less complex problems or escalation on behalf of customer to appropriate technical personnel

Knowledge & Skill Requirements:
* Bachelor’s degree in Information Technology or related field

*Equivalent years of experience in a substantially similar industry may be considered in lieu of a degree to be determined by the nature of the specific job and the hiring manager’s criteria

* One year of related experience preferred

* Strong written and oral communication skills

Knowledge & Application:
* Good knowledge of single specialist area achieved through prior study or previous experience

* Applies knowledge of the principles and practices in a recognized professional field requiring extensive academic preparation

* Applies knowledge of standardized rules, procedures, and operations within own area

* Determines a course of action based on guidelines

Problem Solving:
* Encounters fairly similar problems which require some fact finding, clarification, and basic analysis

* Most solutions will be found within normal operating processes and policies

* Selects the best solution based on a set of defined procedures or precedence

* Occasionally, requires basic problem solving techniques to define problems and use previous experience to identify

Interaction:
* Exchanges standard/basic technical or nontechnical information with colleagues and immediate superiors and/or customers

* May be a required to interpret or clarify technical information to aid understanding

* Audience is generally knowledgeable about the subject matter

* Conveys straightforward information to non-divergent audiences

Impact:
* Impact is limited to short-term team performance

* Supports the achievement of goals through own personal effort

* Responsible for planning own work, assessing own progress, and adjusting efforts to meet goals

Accountability:
* Accountable for meeting own targets which impact the immediate work area

* Accountable for meeting own targets which are often considered financially immeasurable

* Work is reviewed periodically

* Is aware of wider profitability issues

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