ESSENTIAL DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include the following. Other duties may be assigned.
Serves as the initial point of contact for call center support for agency programs. Provides computer users with problem-solving support via phone and email. Resolves less complex issues immediately, and elevates more complex issues to senior level support or supervisory personnel.
Conducts all interactions in a professional manner.
Troubleshoots user problems with computer software and hardware, electronic mail, directories, standard Windows desktop applications, specific customer applications and with printers. Uses proper troubleshooting techniques, analyzes user-related problems in assigned applications, and applies or recommends solutions.
Helps to control issues by ensuring a timely response process, which includes problem recognition, research, isolation and follow-up steps.
Occasionally performs onsite installations, and provides startup or cutover guidance on applications that require significant deployments and/or data conversion efforts.
Performs applications development testing support, and assists with documentation. Helps with user inquiries on how to use applications.
Helps with user training on assigned software applications. Works with established instructional design concepts and guidelines for effective training materials. May work as part of a team to develop a standardized training approach for new employees on required skill sets.
Reviews customer satisfaction survey results and researches tickets, as needed.
Learns new applications and supports new areas, as needed.