Working with limited direction, provide technical assistance to computer system users; Answer questions and resolve computer problems for clients; Provide assistance concerning the use of computer hardware and software, including printing, VPN connectivity, electronic mail, operating systems; Provide end user training. Provide senior technical and process support for service center operations to junior staff.

II. Position Scope: (Include number of employees in business unit and financial measures that the position is responsible for, if any, i.e., sales, assets, operating budget, project revenues, etc. Use annual values, rounded to the nearest $100.

III. Hiring Requirements: (Bona fide occupational qualifications necessary to perform the job at a satisfactory level and consistently applied to all incumbents and applicants. The individual must possess the required skills and abilities, or explain and demonstrate that essential functions can be performed, with or without reasonable accommodation.)

Education and Experience: (Required education, training, licenses, accreditation or certification and quantity and type of directly related experience. In many cases an "equivalency," consisting of a combination of education and prior directly related experience, is sufficient for the individual to perform the job satisfactorily.)

• 6 or more years in PC hardware/software installation and support

• High school diploma, GCSEs including Mathematics, or equivalent

• Successful completion of vocational course(s) relating to computer systems

• or equivalent combination of education, training and experience that provide the individual with the required knowledge, skills, and abilities.

Knowledge, Skills and Abilities: (Indicate the type of knowledge, skills and abilities required, such as verbal and written communication skills, computer skills, technical knowledge, interpersonal skills.)

• Advanced knowledge of Microsoft Windows operating systems and Microsoft Office products

• The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

• The ability to communicate information and ideas so others will understand.

• Strong customer service communication skills

• Must be able to multi task and pay close attention to detail

IV. Hiring Preferences: (Additional education/training, experience and knowledge, skills and abilities that are preferred but not required.)

Education and Experience:

• Applicable professional technology-related certifications

Knowledge, Skills and Abilities:

• Advanced knowledge of principles and processes for providing customer assistance

V. Supervisory Responsibilities: (Check the appropriate box.)

None.

Immediate supervision of a small group of employees where the majority of the time is spent performing the same or directly related work of the type supervised. Responsible for assigning, reviewing or checking work. May provide input and/or prepare performance evaluations.

Immediate supervision over a unit, section or department where the majority of the time is spent assigning, reviewing, checking work and eliminating ordinary difficulties. Recommends candidates for hiring, termination; prepares and conducts performance appraisals and salary reviews, and applies company policies.

Direct supervisor of a department, section, unit or group involving responsibility for results in terms of cost, methods and personnel. Full accountability for hiring, discipline,

discharge, performance appraisals, salary administration, etc.

Positions supervised: (Identify positions reporting directly to this position and the position to whom this position reports. Attach an organization chart.)

Title: Number in Position:

Title: Number in Position:

Title: Number in Position:

Title: Number in Position:

VI. Accountability Statements: (List only essential functions or core duties that are fundamental to the performance of the job. Define purpose, function, and the result to be accomplished. Begin each sentence with a verb such as "Analyzes", "Coordinates", "Develops", etc. Example: "Audits and processes invoices to ensure timely and accurate payment." Do not provide a list of tasks. Estimate the percentage of time spent on each, rounded to the nearest 5% and the list accountabilities in order of the estimated amount of time.)

% of Time

Primary Accountabilities

30%

• Maintain IT Service Desk by answering or responding to calls, logging calls/resolution, resolving problems and providing required assistance to callers. Perform follow-up on calls to ensure all problems are resolved fully and in a timely manner.

40%

• Install or upgrade software on user equipment. Assist clients in troubleshooting and resolving problems with computer equipment. Ensure all software configurations meet PPD standards.

20%

• Train new users on proper login procedures, electronic mail, remote dial in and other software as needed.

10%

• Provide training and guidance to junior staff in the service desk team.

VII. Working Conditions and Environment (List necessary travel and frequency, unusual work hours, unusual environmental conditions, etc.)

• Long, varied hours required occasionally

• Travel required on rare occasions

• Frequent exposure to electrical equipment

• After hours support and maintenance responsibilities

• Required to carry "after hours pager" 4-6 weeks as local rotation requires

VIII. Physical Demands (List only those physical requirements that are essential to the job and/or cannot be easily accommodated).

• Crouching/stooping and kneeling required daily

• Lifting/carrying objects of 5-25 lbs. required daily

• Pushing/pulling of items required frequently

• Lifting/carrying objects of 26-50 lbs. required occasionally

• Lifting/carrying objects of 50+ lbs. required on rare occasions