Tech Support Level 2

This position provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Tracks and monitors the problem to insure a timely resolution. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks.

Essential Duties and Responsibilities include but are not limited to the following areas of operation.

• Handle technical support calls from end-users regarding packaged and specialized software, office automation, and hardware.
• Be able to resolve problems or provide immediate end-user training with the goal of reducing programmer’s time to handle these situations. Problems that cannot be resolved in a timely fashion need to be escalated with the appropriate priority communicated.
• Log all problems and their resolutions 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
• Build and load Servers as necessary.
• 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.
• Be fluent with software or other tools in order to solve user problems.
• Work well with technical and non-technical people.
• All other duties as assigned.

Education and Experience Requirements

• May require an associate’s degree or related technical training and 2-4 years 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

Supervisory Responsibilities

This position does not have any direct supervisory responsibilities.  

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is typical of an indoor office setting; however, occasional outdoor activity may involve exposure to inclement weather.

Physical Functions

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

This position is primarily a sedentary administrative position requiring infrequent physical activity with minimal lifting (< 50 lbs.). It is essential that the candidate be able to speak, hear, and have vision appropriate for the job requirements.