Resolves technical issues relating to computer hardware or software devices. Speaks with customers to diagnose technical issues, pulls reports with listed or escalated issues, or completes computer generated or assigned tasks.
This class is intended for use at the entry to mid-level. This role may require individual analysis and the ability to work alone.
Assists in the preparation of user documentation, including user manuals. Assists in the assessment of applications, web sites, and other multimedia materials. Assists programmers, end users, IT personnel, and stakeholders to ensure that programs meet user's needs and are understood by users. Assists with reports to management. Monitors the status and operations of data center infrastructure, network systems, console systems, and peripheral equipment. Assists in developing production control procedural documentation. Responds to customer inquiries and alerts via emails, incoming calls, and walk-ins. Conducts routine inspections on equipment and reports any abnormalities. Troubleshoots problems by analyzing, identifying, and diagnosing faults and symptoms using established procedures and processes. Completes or resolves assigned tasks, work reports, and work tickets.
Basic to moderately complex knowledge of capabilities and intricacies of systems and applications. Ability to write and revise simple to moderately complex user documentation. Ability to understand and carry out simple to moderately complex technical and non-technical instructions and requests. Ability to analyze and convert simple to moderately complex technical instructions to materials that can be understood by non-technical personnel. Ability to communicate effectively, both orally and in writing. Ability to work effectively with users, vendors, and other internal and external customers. Ability to provide or create status reports and other technical and non-technical reports in a clear and concise manner. Ability to use problem management database and help desk systems.
A high school diploma and relevant experience. An associate degree or a bachelor's degree in a related field may be substituted for the required work experience.