IS&T Customer Support Specialist

Responsible for delivering quality service to internal customers by providing a single point of contact for problems and inquiries in the use of applications, hardware, or software. Position is responsible for receiving and/or directing calls, analyzing software and hardware problems, resolving problems and/or directing the inquiries to the appropriate Network personnel. Interview callers to understand procedures followed and source of error. Perform diagnostic procedures to identify source of problem, if necessary, escalate to a higher level of expertise by completing a trouble report that specifies nature and location of problem. Recommend changes to software and hardware by tracking frequently occurring problems. Assists Data Security Administration in functions relating to change control. Other duties as assigned.

IS & T Customer Supp Spec I, N15 - Typically requires a High School diploma or equivalent and 1+ years of directly related experience. Full use and application of standard principles, theories, concepts, and techniques. Working knowledge of application software, networks, PCs, LAN's, terminals and telephones.

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