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 mid-level. Some positions in this class may have supervisory responsibilities.
Analyzes customers’ business needs and develops technical requirements, prepares Requests for Proposals (RFPs), configures integrated solutions to meet customer needs, and implements client solutions. Troubleshoots and resolves highly complex software and hardware issues. Assists with identifying, diagnosing, and troubleshooting infrastructure and network issues. Provides preventative action recommendations and assists in finding solutions to recurring software and hardware problems. Serves as a technical consultant to the client interfacing team. Researches, evaluates, and provides feedback on problematic trends and patterns in customer support requirements. Diagnoses and repairs moderately complex to complex problems in response to customer reported incidents. Installs, configures, troubleshoots, and maintains complex customer hardware and software. May design, implement, and maintain a problem tracking and resolution database. Develops and manages customer service performance requirements for department. Develops customer support policies, procedures, and standards for department. Ensures rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services. Identifies IT requirements for department. Responsible for completeness and accuracy of technical documentation methods and procedures.
Knowledge of multiple computer environments, platforms, and technologies. Mastery of IT problem management methods and practices, and new and innovative customer support methods and technologies. Moderately complex to complex problem-solving skills. Knowledge of moderately complex to complex analytical methods. Ability to plan, implement, and manage problem management systems designed to effectively recognize, report, track, and resolve problems. Ability to communicate effectively, both orally and in writing, with customers, peers, and management.
A bachelor's degree and experience in automated information or communication system design, installation, operation, or repair. Related experience may be substituted for the bachelor's degree on a year-for-year basis.