Tech Support Level 2

About the role

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

Physical 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.