Professional who provides technical support and assistance to customers, on the phone or in person related to computer systems, hardware, and software. Their primary intention is to ensure a client’s satisfaction and ability to properly operate computers, printers and other technology by responding to questions and providing technical assistance. System Specific Duties and
Responding to questions on the phone, via email, in person, or through remote access. Offering technical assistance with the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software. Installing new software and hardware systems as needed.
Overseeing new system installation and setup and customizing PCs to meet the needs of the Center for Education staff. Provides references for users by possibly writing and maintaining user documentation, providing help desk support. Answers support calls in a respectful manner and logs tickets timely to help track and audit customer issues.
Provides immediate troubleshooting assistance when necessary to ensure continued efficient operation of the systems. Demonstrates patience when working with customers for support. Works independently under general direction of supervisor.
Attends meetings as requested to help learn and support customer needs. Communicate in a clear and concise manner to aid in customer understanding of system functionality. Create or log an enhancement for creation of specialized queries at the request of nurse managers.
Use positive language to create positive perceptions about company, software and service. Maintain a positive persona even when dealing with frustrated customers in no win situations. Maintain good time management for processes and projects and be transparent.
Document issue resolution well and communicate to peers for improved support. Don’t accept the “status quo” as a customer solution, but strive for service excellence in process and practice. Performs other functions as requested.