Customer Technical Support ll

Summary:

Provides technical support to end users for personal computers, system communications (LAN/WAN) and/or software applications (packaged products/custom applications to comply with established service level agreements).

Job Responsibilities:

Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services.

Uses automated information systems to analyze routine situations.

Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.

Resolves problems or contacts more senior technical support as necessary.

Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.

Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts.

Maintains network diagrams and circuit records. Instructs users in the use of PCs and networks.

May perform basic PC, PBX, and network software programming.

Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

Skills:

Verbal and written communication skills, problem solving skills, customer service and interpersonal skills.

Basic ability to work independently and manage one s time.

Basic knowledge of circuit boards, processors, electronic equipment and computer hardware and software.

Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software.

Education/Experience: 2-5 years of experience