| SUPPORT CENTER REPRESENTATIVE |
Job Code: 2485
Pay Grade: 013
FLSA Status: Non-Exempt
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| General Functions |
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Responds to and diagnoses data and voice technical problems through discussions, emails and service management systems. Coordinates with internal support staff and vendors to resolve problems. Follows up with users to ensure problem resolution and develop supporting documentation of all activities.
Work is performed with independence and initiative under the general supervision of the Support Center Supervisor or designee. Performance is reviewed through observations, conferences, reports and achievement of desired results.
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| Representative Duties /Assignments |
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- Provides user guidance and first level technical support. Identifies and initiates resolutions to user problems and concerns associated with all ISS applications, computer hardware, network and telephony.
- Documents and maintains historical records on all application, hardware and network issues.
- Responds to user’s requests for information and processes service requests.
- Assists in the coordinating the resolution of application, hardware and/or network issues with other ISS staff as necessary.
- Upholds policy to ensure compatibility and premium services of all users.
- Performs other related duties as assigned.
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| Minimum Qualifications |
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Associate's degree from an accredited institution in Computer Science or related field. Customer service experience in a computer support environment may be substituted for education on a year-for-year basis.
Must possess effective communication skills in both technical and non-technical issues.
Must possess a high level of expertise in all Microsoft Office products.
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| Preferences |
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Knowledge of Help Desk software. |
