The Support Specialist I provides computing support to internal employees. He/She is responsible for first level problem determination, recording, resolution & escalation of problems. The incumbent identifies users through a set of security questions to perform password resets & resolve some less complex problems immediately, while more complex problems are escalated to senior level support. Daily responsibilities involve the use of problem management database and help desk systems.
Principal Accountabilities:
• Decides appropriate course of action when speaking with a customer, such as which actions would accurately solve their technical problem. Decides when problems need to be escalated to a higher-level resource.
• Distributes software to workstations upon request and applies knowledge of licensing process and license tracking. Demonstrates a rudimentary knowledge of common software.
• Provides authentication and entitlement credentials for access to the corporate LAN/WAN as necessary.
• Provides first level hardware troubleshooting and diagnostics support to record all common customer issues. Resolve basic known issues. Demonstrate a rudimentary knowledge of hardware standards, major components, and how they interface with the environment.
• Serves as the primary contact for password resets for most internal applications.
• Troubleshoots all common customer issues - including hardware, software, Internet browser and remote connectivity issues.
Skills & Software Requirements:
Basic computer knowledge. A Levels in computing.
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