Job Summary:

The Customer Technical Support Person will assist employees and customers in troubleshooting and resolving computer-related issues.

Supervisory Responsibilities:

• None.

Duties/Responsibilities:

• Handles inquiries from users on a variety of software and hardware issues.
• Assists users with installation of software and troubleshooting of related problems; refers more complicated issues to appropriate staff.
• Communicates regularly with other members of the support team to discuss recurring problems and to share solutions and best practices.
• Attends training sessions on new equipment, software, platforms, and other products; assists with development of user manuals and similar documentation for these products.
• As experience increases, provides training on hardware and software use to end users.
• As required, assists individuals with disabilities with use of hardware and software, providing additional adaptive features and devices as needed.
• Performs other related duties as assigned.

Required Skills/Abilities:

• Thorough understanding of computer software and hardware, including desktop computers, laptops, network devices, and peripherals.
• Excellent verbal and written communication skills.
• Excellent interpersonal and telephone skills.
• Proficient in Microsoft Office Suite or related software.
• Willingness to have telephone conversations monitored for quality assurance.

Education and Experience:

• At least two years of work-related experience with multiple software packages preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.