Resolves technical issues relating to computer hardware or software devices. Speaks with customers to diagnose technical issues, pulls reports with listed or escalated issues, or completes computer generated or assigned tasks.
This class is intended for use at the mid-level. This role may require individual analysis and the ability to work alone.
Tests simple applications and works with programmers to assess stability and functionality. Prepares user documentation, including user manuals. Assists programmers, end users, IT personnel, and stakeholders to ensure that programs meet user's needs and are understood by users. Assists in monitoring and maintaining data integrity of systems. Troubleshoots basic user errors in systems and finds resolution. Works with vendors, programmers, and other technical staff to resolve issues. Assists with reports to management on status of projects. Troubleshoots and restores service by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures. Recommends procedures and controls for moderately complex problem prevention via emails, incoming calls, and walk-ins. May lead simple to moderately complex projects. Supports systems on multiple platforms. Monitors and controls the status and operations of computing and networking systems. Operates and monitors console systems, peripheral equipment, computing, and networking systems. May make changes to operational parameters. Monitors the status and operations of data center infrastructure.
Moderately complex knowledge of capabilities and intricacies of systems and applications. Ability to write and revise moderately complex to complex user documentation. Ability to understand and carry out moderately complex to complex technical and non-technical instructions and requests. Ability to analyze and convert moderately complex to complex 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 internal and external customers. Ability to plan, direct, instruct, and review the work of support personnel. Ability to provide and create status reports and other technical and non-technical reports in a clear and concise manner. Ability to use problem management database and help desk systems.
A high school diploma and experience in office automation systems, data communications system design, installation, operation, repair, or processing of information in a data processing environment or related systems. An associate degree or a bachelor's degree in a related field may be substituted for the required work experience.