Technical support professional who is responsible for providing information, restoring service, providing specific services and escalating tickets and/or hardware & software deployments, moves adds and changes. Provides support to a team of individuals doing the same or similar work. Develops and documents applicable processes and be responsible for data management, reporting, and training of others on best practices and processes. May provide support for or assist with project management for assigned special projects. Works independently and as part of a team

1. Provides frontline technical support in person, by telephone, via self-service tickets or other communication venues on moderately complex workflows and/or processes. Documents accurate assessment, analyzes, effectively troubleshoots and resolves or appropriately escalates issues. Will ensure the quality of ongoing work of team members through the division of tasks for an organizational entity.
2. Monitor team work queue and assigns tickets according to their organizational entities priorities. Serves as a technical resource to others for more complex issues.
3. Responsible for providing a high level of customer service by providing customers with information, restoring services, providing specific services as per guidelines and escalating tickets to higher levels of support.
4. Responsible for obtaining pertinent information for ticket creation and providing a customer friendly resolution.
5. Provides assigned analysis functions in support of new or upgraded vendors, in-house systems and special projects.
6. May perform a variety of report generation and data manipulation duties
7. Identifies system or process failures of complex natures. Defines problems, collects data, and establishes facts. Determines conclusions and solutions. Fully documents resolutions to new problems.
8. May assist with development, maintenance, and revision of procedures and systems to ensure efficient, and effective operations.
9. Maintain proficiency with tools necessary to the role, including current software platform for ticket and problem management. Participates in updating knowledge articles to reflect current information and workflows.
10. Successfully utilizes the ACD (Automatic Call Distributor) system within department guidelines. May assist with management and setup of ACD system
11. Networks and collaborates with other IS teams.
12. Presents information in any group setting and some management settings (informal and formal presentations). Communicates the status of open problems or issues to all concerned parties.
13. Functions as a resource to operations, staff and customers in designing and implementing process improvement initiatives that will increase the efficiency and maximize the effectiveness of operations.
14. Manages single-person or small to medium group size projects at an organizational entity from inception through completion including development, execution, and monitoring of the work plan. This will require the monitoring and support of individuals daily work assignments and maintaining a project schedule that ensures cross coverage.
15. Provides project leadership by attending project management training and certification.
16. Acts as the primary mentor and trainer for new team members during the on-boarding and job training process. May develop and maintains the training curriculum for new team members
17. Teaches classes in software, specialized applications and desktop use. Independently plans curriculum and training material. Participates in research and development of new training methodologies. Uses feedback to modify and improve training skills.
18. May be delegated as initiator of supply purchasing per established approval guidelines.
19. Performs other duties as required or assigned

• High school diploma or equivalent required.
• Minimum 6 Expertise Units Required.
• Expertise Units defined:
  • 1 per each year of desktop technician work experience
  • .5 per year of relevant technical work experience
  • .5 per year non IT Military experience
  • Points for highest degree attained
  • 2 per related Associates Degree, 1 for unrelated
  • 4 per related Bachelor Degree, 2 for unrelated
  • 6 per related Masters Degree, 3 for unrelated
  • 1 per current beginner Certification
  • 3 per current intermediate Certification
  • 5 per current advanced Certification
• Considerable knowledge of troubleshooting methodologies.
• Advanced working knowledge of applications and devices

• None