POSITION TITLE: Technology Call Center Specialist

DEPARTMENT: Administrative Information Systems SITE: District Office

SALARY SCHEDULE: Technical - GRADE: T1

BASIC FUNCTION:

Provides point of contact to end users of desktop computing, networking, and telecommunications systems. Provides first level technical support to college wide end users in order to troubleshoot and resolve system related problems, facilitate service requests, and improve customer satisfaction.

RESPONSIBILITIES:

• Answers incoming calls to the SPC Technical Support Desk phone line and electronic mail system pertaining to selected technical systems, including the PeopleSoft, ANGEL, MicroSoft Office and other selected systems.
• Communicates with, responds to, and assists all levels of college personnel to describe the nature and severity of system related problems and service requests.
• Enters user name, description of problem, and related technical information into the Technical Support Desk database system.
• Provides first level answer and resolution to problems and service requests based on technical knowledge and skills, and by researching similar problems in the database.
• Facilitates the hands off problems and requests which cannot be handled immediately to second level technical support personnel.
• Researches the Technical Support Desk database to follow up with end users to ensure problem resolution and improve customer satisfaction, and to prepare statistical reports on problems and problem resolution.
• Performs related duties as required to exceed user expectations, and to promote a pleasant and productive work environment.

Associate’s degree in information systems, or a related discipline required or equivalent experience. Bachelor’s degree in a related discipline desirable.

EXPERIENCE REQUIREMENTS:

One or more years experience with desktop computer systems, data entry and databases, data communications networks, and mainframe applications. Preference for experience and expertise in operating system software and hardware used at the college.

KNOWLEDGE/ABILITIES/SKILL REQUIREMENTS:

Good aptitude for troubleshooting computer hardware and software problems. Working knowledge of Microsoft Office applications, Netscape, Eudora email system. Customer service oriented and ability to interface with all levels of college personnel and management. Ability to work independently with a minimum of supervision. Good oral and written skills. Good work ethic. Skill in reading comprehension. Knowledge of basic mathematics.