Job Order Detail

Description

- Receives routine client service requests, logs and prioritizes client requests in the Service Request Management (SRM) Software and reviews these requests to ensure they are clear and to determine appropriate actions.
- Provides support and assistance to users/clients for workstations and application related issues.
- Prepares and updates documentation and inventories.
- Installs and configures peripheral hardware, operating systems and applications using documented procedures.
- Administers user accounts, access privileges, account numbers and passwords including the management of STC's Network Use Policy and maintaining access control to various informatics services.
- Functions as the problem "owner" for assigned service requests by monitoring and exchanging information with service areas during the routine case resolution process, assisting in maintaining user-friendly journals that keep clients updated on case progress and status, and following-up with clients to ensure problems are resolved to their satisfaction.
- Identifies, diagnoses and resolves basic technical problems on workstations and connectivity problems including security and virus issues using scripted question/answer dialogues, diagnostic procedures and tools. Escalates cases to second level support service teams and technical experts as appropriate.
- Other duties as assigned.