Provides technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes) | Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center | Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems | Maintains a troubleshooting tracking log ensuring timely resolution of problems 

• Provides technical guidance to system users via phone, remote access, and/or in-person visits.  

• Identifies, researches and resolves technical problems and refers unresolved issues to development staff as needed.  

• Identifies gaps in user knowledge and provides system training as appropriate. 

• Provides problem resolution, reassigning or escalating advanced inquiries to appropriate technician or staff. 

• Records data required to analyze problems and track them to final solution. 

• Prepares and presents reports related to IS problems and help desk activity for management review and action. 

Impact of the Role:

General Profile 

• ​​Consistent exercise of discretion & judgment​  

• Requires working knowledge and experience in own job discipline and broadens capabilities 

• Continues to build knowledge of the company, processes and customers 

• Performs a range of assignments related to job discipline  

• Uses prescribed guidelines or policies in analyzing situations 

• Receives a moderate level of guidance and direction 

Required:

• Associate's Degree Or Equivalent Combination of Relevant Education &/or Experience.
• 2-4 years experience relevant to the position functonal area.
• Oral and written communication skills. Computer skills. Computer troubleshooting. End-user training. Debugging skills. Technical expertise. Problem-solving skills. Analytical thinking skills. IT help desk software.   
• Proficient in MS Office (Excel, Word, PowerPoint)

Preferred:

• Bachelor's Degree

Physical Demands:

• Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
• Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Travel Requirements:

• No or very little travel likely