Tech Support Specialist Level 1

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Summary

Location: Enid OfficeReports To: Tech Support Supervisor

Exempt Classification: Non-ExemptDate Last Revised: August 11, 2020

Job Purpose

This position provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems.

Description

• Answer and respond to internal customers' calls and emails regarding packaged and specialized software, office automation, and hardware.
• Resolve minor problems or provide immediate end-user training with the goal of reducing programmer's time to handle these situations.
• Communicate, escalate, and prioritize problems that cannot be resolved in a timely fashion.
• Track all problems after hand-off, including the user call back to confirm the problem is resolved.
• Log all problems and their resolution in a database that can be queried by tech support to solve similar problems.
• Build and load PCs as necessary to support the users.
• Administration of Telco equipment
• Set up user accounts on various systems, including being knowledgeable of the security requirements.
• Stay current on in-house developed or specialized software and all changes and new releases of the software used within the organization.
• Work well with technical staff and end-users.
• Test and clean equipment
• Test new software.
• Perform daily program completion verification.
• Perform other duties as assigned.
• Regular sustained attendance.

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Requirements

Additional Job Description

Education and Experience Requirements

• May require an associate's degree or related technical training and 0-2 year's experience.
• Dependable and punctual.
• Work in an environment with many interruptions.
• Good phone etiquette skills required.

Computer Equipment and Software Requirements

• Must be computer literate (E-mail, MS Office, etc.)

Additional Preferred Qualifications

• Associate's degree or higher

Qualification

Associate Degree