Assists customers with technical issues or questions relating to computer hardware or software devices. Takes phone calls from customers or communicates with them through messaging platforms, helps customers diagnose technical issues over the phone, and speaks with them about installing hardware or software on their computers.
This class is intended for use at the entry level.
Offers technical support to users by responding to questions and concerns. Troubleshoots common issues and directs clients towards appropriate department if further assistance is needed, Maintains LAN performance and workstations. Identifies problems and guides clients through corrective steps. Assists in the preparation of user documentation, reports, and user manuals. Assists in troubleshooting by analyzing, identifying, and diagnosing issues and symptoms using established processes and procedures. Assists in recommending procedures and controls for problem prevention. Assists in monitoring the status and operations of data center infrastructure, network systems, console systems, and peripheral equipment. Monitors daily batch processes using tools provided.
Basic knowledge of systems and applications. Ability to write and revise simple user documentation. Ability to understand and carry out simple to technical and non-technical instructions and requests. Ability to analyze and convert simple technical instructions to materials that can be understood by non-technical personnel. Ability to communicate effectively, both orally and in writing. Ability to work effectively with users, vendors, and other IT personnel.
A high school diploma