• Responds to end-user requests for technical assistance by phone, email, or ticketing system.
• Troubleshoots and resolves basic computer, application, system, device, access, or performance issues.
• Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Escalates problems to appropriate levels or teams to achieve issue resolution.
• May support installs or upgrades of software or devices, set up user profiles, or reset passwords.
• Fulfills all service level standards for response time and quality.

Performance Indicators:

• User Requests: Address end-user issues via phone, email, or tickets.
• Troubleshooting: Resolve basic hardware, software, system, and device problems.
• Processes: Follow and document established procedures.
• Service Standards: Meet operational response and quality benchmarks.
• Knowledge Base: Use databases to research and deliver solutions.
• User Training: Guide users on issue prevention and resolution steps.
• Escalation: Forward unresolved issues to senior teams or levels.
• Support Tasks: Assist with software installs, upgrades, user profiles, and password resets.
• Documentation: Create and update troubleshooting guides.
• Reporting: Operate under supervision and report progress.
• Supervised work with basic understanding.
• Works independently with moderate oversight.

Qualifications:

• A post-high school degree / certification in Computer Technology or equivalent course of study.
• 1 year minimum IT or related experience required.
• Additional IT experience or certifications are a bonus
• Familiarity with Microsoft, A+, Network+ and Cisco certifications are a plus.
• This position requires continuing technical education and optional certifications to meet department goals and standards

Hourly Rate: $21.00 to $24.00 per hour based on qualifications and experience