Enterprise IT Support Officer

Provides technical support and customer service to the organization's users of computer applications and hardware (e.g., PCs, servers, mainframes). Answers questions regarding system procedures, online transactions, systems status, and downtime procedures and is typically located within a call center. Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems. Maintains a troubleshooting tracking log ensuring timely resolution of problems. Requires expanded knowledge and experience in own area; incumbents are still acquiring higher-level knowledge and skills. Builds knowledge of the company, processes, and customers. Solves a range of straightforward problems. Analyses possible solutions using standard procedures. Receives a moderate level of guidance and direction. Requires expanded conceptual knowledge in own area of expertise while developing additional skill sets. Understands key business drivers; uses this understanding to accomplish own work. No supervisory responsibilities but may provide guidance to new associates. Solves standard problems by analyzing possible solutions using experience, judgment, and precedents. Impacts quality of own work and the work of others on the team; works within guidelines and policies. Explains information to others in straightforward situations.

Responsibilities include, but are not limited to:

Incident Response:

·         Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.

·         Analyzing, troubleshooting, designing, and implementing fixes

·         Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.

·         Performing remote desktop triage and system repair using remote tools.

·         Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.

·         Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.

·         Special non-commercial systems administrator experience (access management/file transfer) may be required.

Deskside Support:

·         Using ITIL-based processes to streamline the receipt, triage, categorization, action, and resolution for incoming incidents, requests, and demands.

·         Analyzing, troubleshooting, designing, and implementing fixes

·         Providing basic user training in support of off-the-shelf applications and office products as well as some custom tools, depending on the office being supported.

·         Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.

·         Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.

All Roles:

·         Local travel may be required between customer buildings or temporary assignment to an alternate location in support of special projects.

·         Maintaining and updating records and tracking databases.

·         Answering questions regarding system procedures, online transactions, systems status, and downtime procedures.

·         Collaborating with network services, software systems engineering and/or application development to restore service and/or identify problems.

·         Using best practices and knowledge of internal or external business issues to improve products or services.

·         Meeting contractual performance criteria.