Provides telephone technical support for hardware and software issues for staff. Provides a positive support experience; identifies, prioritizes and communicates issue resolution over the phone. Performs follow-up assessment of previously resolved issues. Delivers support to both technical and non-technical County users by communicating on matters such as product use and configuration. Answers questions, provides training, and resolves specific problems.
High School diploma or equivalent. Related degree/training/education.
One to three years experience or training in the use of personal computers including computer-based products or any equivalent combination of training and experience which provides the required knowledge, skills, abilities and competencies.
In-depth technical knowledge of at least two commercially marketed computer-based products, and provide primary support for at least one of these and secondary support for the other.
Major Job Responsibilities:
Provides telephone technical support and problem solving assistance to clients. Analyzes problems to determine if they are within the client application, desktop software or workstation hardware;
Answers, evaluates and prioritizes incoming telephone and email requests for assistance regarding IT problems;
Performs initial triage to gather and analyze information about problems and performs diagnostic procedures to determine a course of action to resolve them;
Position requires prompt and punctual employee presence.
Maintains technical knowledge to keep up with rapid changes in the IT field;
Uses the organization s problem ticket management system effectively;
Works additional DIO Infrastructure projects beyond technical phone support;
Identifies and helps implement processes to more efficiently deliver support clients and customers;
Provides daily reporting and follow up on problems to determine estimated resolution times when first contact resolution does not occur;
Learns from, trains and collaborates with peers to improve Helpdesk job skills;
Responsible for creating and maintaining exceptional client and customer value; and
Performs other duties as required.
Knowledge, Skills, Abilities and Competencies:
Knowledge of desktop hardware, software and other computer-based products;
Knowledge of the process used to determine the applicability of a specific product to a given functional area;
Knowledge of and skill in using problem ticket management system;
Skill in the operation a personal computer and peripheral devices;
Ability to develop and conduct training programs relating to the use of computer-based products;
Ability to identify and provide resolution to problems relating to a supported product;
Strong customer service orientation and effective interpersonal skills;
Ability to present resolutions in a user friendly way to both technical and non-technical users;
Ability to work on additional Infrastructure projects above and beyond technical phone support;
Ability to communicate clearly, both orally and in writing;
Ability to provide regular attendance and timeliness;
Ability to establish and maintain effective communications and working relationships with others; and
Ability to determine compatibility between various software programs and hardware.