Core Function:
This role will be expected to handle situations involving problem diagnosis and client relationship management. This role serves as the direct face-to-face contact for technology related issues and is expected to provide Walk-Up support with exceptional customer service skills. A key area of responsibility is resolving technology related problems in areas supported, including on-site and remote support.
Essential Duties & Responsibilities:
The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.
Minimum Knowledge, Skills and Abilities required:
Physical and Mental Demands
The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have the ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.
Mental Demands
While performing the duties of this position, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, clients and vendors. Must be able to maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.
General office environment
Work is generally sedentary in nature, but may require standing and walking for up to 10% or more of the time. Work is generally performed within an office environment, with standard office equipment available.
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Must be detailed-oriented, able to handle a variety of tasks in an efficient, accurate manner within deadlines.
Demonstrate strong customer service skills - as well as the ability to communicate professionally with a sense of urgency and empathy to the affected user.
Must possess exceptional written and verbal communication skills (in English).
Ability to quickly learn and acquire expertise in client's custom applications.
Self-starter, strong organizational skills and ability to prioritize workload -- someone who is energized by helping people and making things happen.
Knowledge of CA USD preferred -- experience with similar ticket-tracking/request system workflow tool considered.
Excellent understanding of technology and the role of the "client" in relation to the larger IT infrastructure.
Team player who is invested in and strives to maximize team/department performance.
