Investigates and resolves software and hardware problems of computer users by performing the following duties.
Essential Duties and Responsibilities:
-Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
-Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
-Determines whether problem is caused by hardware such as modem, printer, cables, or telephone.
-Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
-Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
-Prepares standard statistical reports, such as help desk incident reports.
-Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
-Consults with programmers to explain software errors or to recommend changes to programs.
-Calls software and hardware vendors to request service regarding defective products.
-Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
-Writes software and hardware evaluation and recommendation for management review.
-Writes or revises user training manuals and procedures.
-Develops training materials such as exercises and visual displays.
-Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.
-Installs personal computers, software, and peripheral equipment.
Education and/or Experience:
One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
Open until filled