The individual contributor is primarily responsible for providing first level support to resolve problems with network/telephony products and applications, performing the setup and maintenance of computer systems, and interacting with third party hardware and/or software vendors under the guidance of more senior team members.

• Completes work assignments by following procedures and policies, and using data and resources; collaborating with others to address business problems; adhering to established priorities, deadlines, and expectations; communicating progress and information; occasionally identifying and recommending ways to address improvement opportunities; and escalating issues or risks as appropriate.


• Pursues self-development and effective relationships with others by sharing information with coworkers and customers; listening and responding to performance feedback; acknowledging strengths and weaknesses; and adapting to and learning from change, difficulties, and feedback.


• Follows procedures for incident escalation and notification to leadership.


• Follows standard operating procedures.


• Provides first level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).


• Supports efforts to analyze and prioritize incoming requests and alerts.


• Supports troubleshooting efforts in conjunction with customer to identify routine problems.


• Escalates routine problems, as necessary, to appropriate resource (e.g., support team, vendor).


• Supports tracking and documentation of details of problems, status of service requests, and resolutions.


• Reviews information (e.g., procedures, installation, configuration) related to new technology.


• Provides the knowledge repository for routine technical support.


• Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).


• Supports the documentation of workarounds for problem records and changes to proactive processes.


• Resolves non-complex problems under the guidance of others.

• Associates degree or equivalent in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field OR Minimum one (1) year IT experience OR Microsoft certification (e.g., A+, MCP, MCSE, etc.) related to IT support.