Provides support to end users for PC, server or mainframe applications and hardware. Includes problem recognition, research, isolation and resolution steps.
May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems. Typically involves use of problem management database and help desk system.
May provide guidance/training for end users.
Maintains currency and high level of technical skill in field of expertise. Escalates more complex problems to second level support, senior level or supervisor.
Degree in Systems Engineering or Bachelor in Computer Cience
3 or more years experience in call center environment.
Extended use of computer keyboard and viewing of computer monitor and ability to sit for long periods of time. Ability to work overtime as required.
Must comply with all work rules, including those that pertain to safety and health.