• Works independently, or with general direction.  
• Provides in person and remote support and maintenance of end-user hardware and software.  
• Performs endpoint security procedures.  
• Implements PC/Mobile device policies, procedures, and standards, and ensures their conformance with information systems and company objectives.  
• Provides liaison support between the customer and escalation groups.  
• Works in multi-platform environments, on multiple project assignments.  
• Guides and advises less-experienced IT Enterprise Specialists. 

• May act as a project work team or group leader.  

   

• Must be proficient at orienting users on operation of standard hardware and software.   
• Adherence to established Service Level Agreements, and ability to stay on task of project goals.  
• Control and prevent errors that may cause significant disruption to operations, or major costs.

At least 5 years' related experience.

Extensive knowledge of PC/LAN communications hardware and software, in a multi-protocol environment, and network management of software. 

Experience in data communications troubleshooting.

Broad understanding of customer needs and how to meet those needs. 

Demonstrates a sense of urgency in addressing issues affecting their customer, and takes ownership of the issues affecting them. 

Must demonstrate a specialized understanding of customers' business, and quickly adapt to the environment. 

Clients are comfortable in approaching them with problems or questions. 

Ability to translate knowledge into benefits for the customer. 

Maintains a solid strategy for efficient problem diagnosis.  Ability to focus on the real issues involved.

Effective at using multiple information sources such as technical manuals, web sites, and local experts. 

Able listener. 

Communicates early and often with the customer, keeping them informed of the situation. 

Willing and able to act as an advocate for the customer, seeing the problem through to resolution, even when the problem is transferred to other support organizations. 

Comfortable with asking others for assistance with an issue, and sharing experiences and lessons learned. 

Ability to respond to multiple employee and contractor requests or demands. 

Manages workload by prioritizing tasks often, and adjusting to the situation at hand. 

Knows when the situation is beyond their expertise, and seeks out help for a resolution. 

Exercises a significant amount of discretion in the performance of duties and responsibilities.

Comfortable with interjecting ideas, opinions, and influence. 

Constantly focuses on continuous improvement of products, processes, and services. 

Education

Bachelor (Typically four years of related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor's degree.)

Preferred Degree

Business, Computer Engineering, Computer Science, Information Systems, or Mathematics

Preferred Licenses, Certifications, Qualifications or Standards

NA