Essential Functions / Core Responsibilities
Assist all Remote staff with general computer operation and desktop application software questions and problems
Provide first level customer support including troubleshooting basic issues related to computer hardware, network / internet connectivity, email, and other software applications
Troubleshoot Remote staff PC problems of all moderate complexity, often requiring examination of underlying PC, OS, configurations and application software
Responsible for correcting any problem with equipment used by the Remote staff / administrative users
Properly escalate tickets to a higher level of support as necessary
Provide basic telephony support in performing remote installation and remote trouble shooting on hard phones
Perform hardware and software upgrades to peripheral equipment
Identify and / or assist with resolution to customer access issues
Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more
Bachelor's Degree in related field from a four-year college or university with three to five years of relevant experience preferred
Strong communication skills, both written and verbal
Proficient in Microsoft Office
Demonstrated ability to multi-task and meet timelines on deliverables
Self-starter, sense of urgency, and works well under pressure
Strong attention to detail
Career Framework Role
Has developed specialized skills or is multi-skilled through job-related training and considerable on-the-job experience.
Completes work with a limited degree of supervision. Likely to act as an informal resource for colleagues with less experience.
Identifies key issues and patterns from partial / conflicting data. Takes a broad perspective to problems and spots new, less obvious solutions.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.
They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.