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Detailed Job Description:

• Responds to telephone calls, email, and personnel requests for technical support.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Has knowledge of commonly used concepts, practices, and procedures within a particular field. Answer questions or resolve technical problems for clients in person, via telephone or from a remote location.
• May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• Read and comprehend technical service manuals and publications.
• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
• Strong communication skills.
• Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
• Communicate accurate and useful status updates.
• Manage and report time spent on all work activities.
• Ability to work in a team environment.