TYPICAL TASKS:

• Operates computer systems and associated peripheral equipment including configuration and control of operations, user authorization, and sequencing of jobs
• Performs computer services for clients such as printing checks/invoices/forms/reports, sealing/folding forms, transferring data files electronically, maintains RO forms inventory, etc
• Troubleshoots user or system problems to identify difficulty; corrects problems or escalates tickets to the subject matter expert
• Prepares periodic or special reports for distribution to users as requested by client (internal and external)
• Building and data center security, delivery check in
• Coordinates with users, supervisor, and others to develop operational schedules and procedures
• Maintains documented processes for up to date accuracy
• Manages projects/initiatives as assigned
• Provides technical support through first-level resolution of reported incidents and service requests based on specific technical expertise within targeted service level objectives
• Assists users, customers, and others with information retrieval; elevates complex and/or high priority incidents and service requests to the appropriate support groups for resolution.

Performs other related duties as assigned:

Vocational/Educational Requirement:

Requires high school diploma or GED and any combination of education and experience equivalent to satisfactory completion of one year of college education in computer technology or a closely related field.

Experience :

In addition to satisfying the vocational/education standards, this class requires a minimum of two years of related, full-time equivalent experience.

Special Certifications and Licenses:

Requires a valid driver’s license and a driving record that is in compliance with City Driving Standards.

Special skills or equipment certification may be required.

GENERAL STANDARDS

Data Involvement

Gathers, organizes, analyzes, examines, or evaluates data or information and may prescribe action based on such data or information.

Interpersonal/People Involvement:

Gives information, guidance, or assistance to people to directly facilitate task accomplishment; may give instructions or assignments to helpers or assistants. Provide exceptional customer service skills as frontline support both verbally and written.

Reasoning/Requirements:

Performs skilled work and coordinating work involving guidelines, rules and processes, uses analytical and problem solving skills to solve problems constantly.

Mathematical Requirements

Uses basic algebra involving variables and formulas and computes ratios, rates and percent.

Language Requirements:

Reads technical instructions, procedures manuals, and charts to solve practical problems; composes routine and specialized reports, forms, and business letters; speaks compound sentences using normal grammar and word form. Accurately recording calls, detailing incidents/requests, making assignments and/or routing to proper team; Provide exceptional communication skills demonstrated through clear written and verbal support to clients, professional speaking voice on the phone, effectively delivering clear messages verbally and written.

Mental Requirements:

Performs specialized technical and professional work requiring general understanding of operating policies and procedures and their application to problems not previously encountered; applies specialized technical or professional principles and practices in the solution of problems; requires normal attention with short periods of concentration for accurate results and occasional exposure to unusual pressure.

Decisions/Supervisory Control:

Guides others, making frequent decisions, affecting the individual, system users, coworkers, and others that depend on the service or product.