This individual contributor position provides first level support to resolve problems with products and applications by meeting customer service standards. This role follows standard operation procedures for incident escalation and notification to leadership and supports troubleshooting efforts in conjunction with customer to identify routine problems. This position resolves non-complex problems under the guidance of others and escalates routine problems, as necessary, to appropriate resource.

• Completes work assignments by following procedures and policies, and using data and resources; collaborating with others to address business problems; adhering to established priorities, deadlines, and expectations; communicating progress and information; occasionally identifying and recommending ways to address improvement opportunities; and escalating issues or risks as appropriate.


• Pursues self-development and effective relationships with others by sharing information with coworkers and customers; listening and responding to performance feedback; acknowledging strengths and weaknesses; and adapting to and learning from change, difficulties, and feedback.


• Follows procedures for incident escalation and notification to leadership.


• Follows standard operating procedures.


• Provides first level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).


• Supports efforts to analyze and prioritize incoming requests and alerts.


• Supports troubleshooting efforts in conjunction with customer to identify routine problems.


• Escalates routine problems, as necessary, to appropriate resource (e.g., support team, vendor).


• Supports tracking and documentation of details of problems, status of service requests, and resolutions.


• Reviews information (e.g., procedures, installation, configuration) related to new technology.


• Provides the knowledge repository for routine technical support.


• Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).


• Supports the documentation of workarounds for problem records and changes to proactive processes.


• Resolves non-complex problems under the guidance of others.

• Associates degree or equivalent in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field
  OR
  Minimum one (1) year IT experience
  OR
  Microsoft certification (e.g., A+, MCP, MCSE, etc.) related to IT support.