Beschreibung
Position Summary
Provides day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware. Installs configures and troubleshoots desktop systems, workstations, Servers, and network issues in a heterogeneous environment. Maintains passwords, data integrity and file system security for the desktop environment. Communicates highly technical information to both technical and non-technical personnel. Recommends hardware and software solutions, including new acquisitions and upgrades. May participate in the development of information technology and infrastructure projects. May conduct training programs designed to educate an organization's computer users about basic and specialized applications.
Duties & Responsibilities
Job Competencies
Adaptability
Adapts to change quickly, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs, direction and new challenges.
Customer Service
Handles internal and/or external customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows the procedure to solve customer problems, understands company products and services, maintains a pleasant and professional image.
Initiative
Tackles problems and takes independent action seeks out new responsibilities acts on opportunities, generates new ideas, practices self-development.
Knowledge
Understands and exhibits a working knowledge of own duties and responsibilities, has a necessary job, product and customer knowledge has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.
Productivity
Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, handles information flow.
Quality
Is attentive to detail and accuracy is committed to excellence, looks for improvements continuously, monitors quality levels, finds the root cause of problems, owns/acts on quality problems.
Teamwork
Meets all team deadlines and responsibilities, listens to others and values opinions, shares knowledge, helps co-workers to meet goals, makes the most of individual strengths, welcomes newcomers, promotes a team atmosphere, and actively seeks out perspectives different from your own to get to the best solutions.
Technical Skills
Understands technical aspects of the job. Keeps knowledge up-to-date, is a technical resource for others, follows technology practices and standards.
Leveling Criteria
The following is a listing of preferred educational, experience, and certification requirements. An equivalent combination of education, experience, and training may be used to satisfy the preferred requirements for the job.
Knowledge
Developing professional expertise
Applies company policies and procedures to resolve a variety of issues
Applies technical skills to moderately difficult assignments
Job Complexity
Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors
Exercises judgment within defined procedures and practices to determine appropriate action
Interaction
Interacts primarily with peers across multiple teams
Has some external contact
Builds productive internal/external working relationships
Supervision
Normally receives general instructions on routine work, detailed instructions on new projects or assignments
Contribution
Establishes deadlines and approach for completing assignments
Follows up to ensure expectations met and works to improve customer satisfaction
Impact
The impact is limited to own team
Experience
Typically requires a minimum of 2 years related experience
Education
Bachelor's degree in related field or equivalent experience.
Physical Demands and Work Environment
While performing the duties of this job, the employee is regularly required to sit or stand, and use hands to finger, handle, or feel small and medium-sized components. The employee is frequently required to reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, and to lift weight or exert force up to 50 pounds. The employee in this position works in an environment where they may be exposed to fumes or airborne particles, outdoor weather conditions, there is a risk of electrical shock, and there is vibration. The employee may be required to work with toxic or caustic chemicals, may be subject to higher noise levels, or work near moving mechanical parts.
The job descriptions in this database, allow us to more easily maintain, and update the descriptions. Please keep in mind, these descriptions are generic descriptions, and available institution-wide. Area/unit/department/location, specific key functions, and expected performance measures will not be found in this database.