POSITION PURPOSE
This intermediate-level professional, is a fully qualified individual producer who applies a broad knowledge of technical concepts, practices and procedures. Duties require a variety of computing, data communication and telecommunication skills, familiarity with various diverse operating environments, applications and equipment, and will vary depending upon the end-user(s) serviced. The incumbent works under general supervision and errors at this level can cause delay, expense and/or disruption.
REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Provides end-user technical support including, but not limited to, configuring hardware, performing hardware/software installations, troubleshooting and correcting H/W and S/W problems, and resolving day-to-day system problems for client/customer and/or ACS end-users.
- Works on fairly complex assignments (and/or portions of larger, complex assignments).
- Performs a full range of technical support activities.
- Performs as a member of quick-response user-support team and generally works under deadlines, operating independently to resolve end-user problems.
- Considerable end-user interface by phone and/or in-person.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
- Associate's degree in a related field, or equivalent work experience.
- Minimum of 2-4 years of related technical support experience.
- A broad knowledge of computing processes and technology including, servers, gateways, communications equipment, workstations, software and hardware and associated diagnostics and tools. (Specifics are defined/vary by applicable end-user area.) Knowledge of voice, digital, data compression and call center technology also recommended.
- Broad PC literacy.
- Strong customer service orientation and appreciation of role as ACS representative.
- Maturity of judgement under pressure/ability to diagnose level of user need and to escalate problems without delay to appropriate levels for resolution.
- Considerable end-user interface by phone and/or in-person necessitates strong (clear) verbal communication skills and credible customer presence.
- Flexibility and the ability to operate under stressful, time-sensitive deadlines.
- Commitment to quality and personal ethics.
- Ability to work independently, but as part of team concept.
WORKING CONDITIONS:
- Frequent, regular use of personal computer and associate equipment.
- Quick-reaction/customer-focused team environment.
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