- Interviews user to collect information about problem and leads user through procedures to determine source of error.
- Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or outsourced provider.
- Calls software and hardware vendors to request service regarding defective products.
- Trains users on software and hardware on-site, creates training documentation
- Installs personal computers, software, and peripheral equipment.
- Makes adjustments to computer systems or peripheral equipment as needed.
- Installs, configures, troubleshoots and responds to user concerns for desktops, laptops.
- Perform other duties as requested.
- Writes software and hardware evaluation and recommendation for management review
EXPERIENCE AND QUALIFICATIONS DESIRED
KNOWLEDGE AND SKILL
- No Business computer skills required, basic knowledge of computers and systems and a desire to learn about computers and systems
- Working towards a degree in Computer Science or specialized training in computer operations.
- Proficiency in Microsoft Office
- Demonstrated customer service skill is desired, past experience in customer service as in retail sales or similar.
- Ability to work with many kinds of people, at different skill levels.
- Demonstrated communication skills
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from managers, clients, customers.
COMPETENCIES & REASONING ABILITY
To perform the job successfully, an individual should demonstrate the following competencies:
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret instructions furnished in written, oral, diagram, or schedule form.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.