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| Job Role |
| Responsibilities: Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. |
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| Help Desk Support Specialist – Entry |
Instruction: Relies on limited experience and judgment to plan and accomplish goals as well as instructions and pre-established processes and procedures to perform the functions of the job.
Skills and Experience: Requires a bachelor’s degree in area of specialty and 0-2 years of experience in the field or in a related area. Familiar with a variety of the field’s concepts, practices, and procedures.
Supervision: Works under immediate supervision; typically reports to a supervisor or manager. |
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| Help Desk Support Specialist – Junior |
Instruction: Relies on experience and judgment as well as pre-established processes and procedures to plan and accomplish goals.
Skills and Experience: Requires a bachelor’s degree in area of specialty and 2-4 years of experience in the field or in a related area. Familiar with a variety of the field’s concepts, practices, and procedures.
Supervision: Works under general supervision; typically reports to a supervisor or manager. |
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| Help Desk Support Specialist – Senior |
Instruction: Relies on extensive experience and judgment as well as pre-established processes and procedures to plan and accomplish goals. May lead and direct the work of others. A degree of creativity and latitude is expected.
Skills and Experience: Requires a bachelor’s degree in area of specialty and 4-6 years of experience in the field or in a related area. Familiar with a variety of the field’s concepts, practices, and procedures.
Supervision: Typically reports to a supervisor or manager. |
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