DEFINITION:
Provides Tier 1 support to CFCC students, faculty, and staff via phone, email, computer chat, and in-person. Asks appropriate questions and use knowledge and resources to diagnose and resolve their issues. Escalates issues that extend beyond Tier I span of control.
 
SUPERVISION RECEIVED AND EXERCISED:

• Receives general supervision from the Technical Support Manager.
• Exercises no supervision.

 Duties & Responsibilities (Essential Functions):ESSENTIAL AND OTHER IMPORTANT FUNCTIONS STATEMENTS:
Essential and other important responsibilities and duties may include, but are not limited to, the following:
 
Essential Functions:

• Assign Help Desk tickets in a timely manner
• Respond to customer issues via phone, email, computer chat, walk-ins, and any other form of contact
• Provide a high level of customer assistance
• Document customer interactions
• Run diagnostics to resolve customer reported issues
• Escalate issues to the next Tier with next level of difficulty
• Install, make changes and repair computer hardware and software
• Follow-up with customers to ensure issues are resolved

 
Other Important Functions:

• Assist with creating and editing documentation in IT Services systems.
• Clean, organize, and maintain the Help Desk and related storage areas when necessary
• Assist in inventory tracking and auditing
• Perform other related duties and responsibilities as assigned

 
 
QUALIFICATIONS:

Knowledge of:
 

• Computer operating systems and various software programs and applications

• Web-based software

• Basic network concepts including wireless

• Safe web surfing practices

• Other devices used for online instruction (i.e., tablets and smartphones)

 
Ability To: 

• Communicate in a professional and effective manner both verbally and in written form
• Diagnose and resolve basic computer technical issues
• Keep detailed notes on tickets
• Perform general clerical activities as assigned.
• Understand and follow oral and written instructions.
• Establish and maintain cooperative working relationships with those contacted in the course of work
• Interpret and apply CFCC goals, objectives, policies, procedures, rules, and regulations
• Maintain effective audio-visual discrimination and perception needed for:
  1. Making observations
  2. Reading and writing
  3. Communicating with others
  4. Operating assigned equipment
  5. Handling varied tasks simultaneously
• Maintain physical condition appropriate to the performance of assigned duties and responsibilities, which may include the following:
  1. Standing or sitting for extended periods of time
  2. Bending, stooping, and ability to lift up to 50 pounds
  3. Operating assigned equipment
  4. Handling varied tasks simultaneously 
• Maintain mental capacity, which allow the capability of:
  1. Making sound decisions
  2. Responding to questions
  3. Demonstrating intellectual capabilities