Job Track Description:

• Requires formal and relevant expertise in a professional, sales, or technical area.
• Performs technical-based activities.
• Contributes to and manages projects.
• Uses deductive reasoning to solve problems and make recommendations.
• Interfaces with and influences key stakeholders.
• Leverages previous knowledge and expertise to achieve results.
• Ability to complete work self-guided.
• College or university degree required.

General Profile

• Requires knowledge and experience in the field.
• Will acquire higher-level knowledge and skills.
• Develops an understanding of the company, processes, and customers.
• Uses existing procedures to solve standard problems.
• Receives moderate guidance and direction from others.

Functional Knowledge

• Requires expanded conceptual understanding of theories, practices, and procedures.

Business Expertise

• Uses an understanding of key business drivers to accomplish work.

Impact

• Impacts own team through the quality of the services or information provided.
• Works within guidelines and policies.

Leadership

• No supervisory responsibilities.
• Provides informal guidance to new team members.

Problem Solving

• Uses existing procedures to solve standard problems.
• Examines information and standard practices to make judgments.

Interpersonal Skills

• Exchanges complex information and ideas effectively.

Responsibility Statements

• Provides onsite end-user support.
• Installs applications.
• Manages hardware and software installations and troubleshooting.
• Mentors junior level desktop support members.
• Participates in ticket queue management.
• Provides onsite smart hand support to other technical towers as needed.
• Installs and configures new hardware.
• Manages site-level inventory.
• Manages ticket queue for local support requests.
• Escalates systems outages or problems that are impacting production.
• Leads local onsite desktop support members.
• Validates that tickets are being assigned and worked in appropriate timeframes.
• Performs other duties as assigned.
• Complies with all policies and standards.