Role Description:

• Manage expectations at all levels: customers/end users, executive sponsors.

• Ensure quality standards are followed.

• Monitor the team’s open backlog of support issues and re-assign issues as necessary to ensure they are closed per agreed upon service levels.

• Act as the escalation point for high priority support issues.

• Able to make recommendations on policies on system use and services.

• Calls software and hardware vendors to request service regarding defective products.

• Acts as a subject matter expert for one or more custom or COTS applications.

• Talks to programmers to explain software errors or to recommend changes to programs.

• May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied.

• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.

• Write software and hardware evaluation and recommendations for management review.

• Write or revise user-training manuals and procedures.

• Develops training materials, such as exercises and visual displays.

• Train users on software and hardware on-site or in classroom or recommend outside contractors to provide training.

• Provides technical assistance, support, and advice to end users for hardware, software, and systems.

• Provides hands-on technical assistance to business and technical users.

• Investigates and resolves computer software and hardware problems of users.

• Serves as a contact for level 1 support.

• Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.

• Determines whether problem is caused by hardware, software, or system.

• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.

• Talks with technical and non-technical co-workers to research problem and find solution.

• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.

• Experienced with a variety of call-tracking software and systems.

• Reads trade magazines and engages in independent study to maintain current industry knowledge.

• Follow quality standards and displays strong customer service skills.

• Able to work in a team environment.

• Complete assigned tasks.

• Strong communication skills; both written and spoken.