Overview:

The purpose of the job classification (class) is to provide client computer systems and data processing support for the enterprise. The class is responsible for primarily operating computer systems to process requested services, scheduling operations, monitoring systems, preparing reports, processing checks, file transmissions, training, maintaining documentation, and other duties as assigned. Secondary responsibilities include providing frontline technical assistance to users, answering Service Desk calls, resolving 1st tier computer problems, and assisting users with incidents and requests. The class works within a general outline of work to be performed; and develops work methods and sequences under general supervision.

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 verbal 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 the proper team; Provide exceptional communication skills demonstrated through clear written and verbal support to clients, the professional speaking voice on the phone, effectively delivering clear messages verbally and written.
• Mental Requirements: Performs specialized technical and professional work requiring a 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.

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, maintaining 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 clients (internal and external)
• Building and data center security, delivery check-in
• Coordinates with users, supervisors, 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.

Education, experience, and special requirements:

• Vocational/Educational Requirement: Requires a 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 complies with City Driving Standards. Special skills or equipment certification may be required.

If you have a passion for technology and enjoy solving complex IT issues, we encourage you to apply for this exciting opportunity.

Job Type: Full-time

Pay: Up to $19.08 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift

Application Question(s):

• What is your Visa Status?

Experience:

• Help desk: 2 years (Preferred)
• Computer networking: 2 years (Preferred)

Ability to Relocate:

• Chesapeake, VA: Relocate before starting work (Required)

Work Location: In person