Provides customer support for enterprise applications, operating systems, endpoints, and peripheral devices, including installation, maintenance, upgrades, troubleshooting, problem resolution, acquisition, and replacement.
This class is intended for use at the journey level.
Troubleshoots, repairs, and resolves moderately complex software and device issues. Serves as technical resource for users. Collects survey data and compiles and produces survey results. Provides data on problematic trends and patterns in customer support requirements. Installs, configures, troubleshoots, and maintains simple to moderately complex customer hardware and software. Ensures end user information security/information assurance policies, principles, and practices are applied. Identifies and provides advice for information technology requirements for individuals. Writes and tests documentation as directed. May also make recommendations for technical documentation methods and procedures. May train and/or develop materials for customer training.
Moderate knowledge of and skill in using a wide variety of applications, operating systems, protocols, and equipment used in customer organizations. Moderate complex problem-solving skills. Moderate complex analytical skills. Ability to communicate effectively, both in writing and verbally, with customers, peers, and management.
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. A degree in a related field may be substituted for the required experience on a year-for-year basis.