Vacancy expired!
Provides entry level Tier 1 technical support across all platforms and environments for internal and external clients. Technology issues include password resets, and issues with faxes, software, hardware, and telephones. Software and applications include vendor and internally developed products.
Receives initial client contacts (telephone, email, etc.). Reports and tracks client technology problems, inquiries, and related requests. Responds accurately and promptly to incoming contacts. Collects required data and logs detailed client contact in the IT Problem Management database record.
Identifies problem and resolves target percentage of initial client contacts. Determines severity of unresolved issues and escalates issues accordingly. Updates records to reflect status changes.
Communicates with clients, Technical Services staff, and managers about the urgency of issue, impact of any interruption of IT services, and changes in the issue's status. Communicates technical issues at appropriate level for audience.
Demonstrates tact in sensitive situations with clients.
Analyzes business impact of potentially serious technology/security problems that may have a negative impact on business operations and provides detailed information to supervisor.
Updates documentation, including procedures.
Learns and complies with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels. Learns and complies with Information Security procedures. Ensures deliverables meet Information Security requirements.
Participates in special projects and performs other duties as assigned.
