This family provides first line technical support to computer customers with questions regarding account administration, distribution of software and documentation, system and network status, and problem entry via problem tracking tool. Maintain and update tracking tool. May report recurring problems to management. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee).
SCOPE: Helpdesk Performs predetermined work assignments with detailed instructions. Follows established guidelines, procedures and policies.
PROBLEM COMPLEXITY: Helpdesk support works on assignments that are semi-routine in nature where ability to recognize deviation from accepted practice is required.
IMPACT: Helpdesk Contributions are usually limited to assignment related activities. Decisions or failure to achieve results may cause delays in schedules.
LIAISON: Helpdesk interacts daily with supervisor, peer groups, and customers. Interaction normally involves exchanges or presentation of factual information.
FREEDOM TO ACT: Helpdesk is closely managed. Follows specific, outlined, and detailed procedures. LEADERSHIP AND MANAGEMENT: KNOWLEDGE/SKILLS AND ABILITY: Having general knowledge and experience. Knowledge of personal computers and a general understanding of computer networks. Choice of action requires more than common sense in that some training and experience is needed before knowing what to do under special circumstances.