1. APPENDIX 1: JOB DESCRIPTIONS
Band 0 Job Description (Junior Apprentice with experience under 1 year. Limited Skills)
Job Description.
Under general supervision, the Band 0 Junior Apprentice will provide technical software, hardware and network problem resolution to all internal users by performing question/problem diagnosis and guiding users through step-by step solutions; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist IT staff; create and route incident tickets according to knowledge base instructions; and perform other related work as required. The desktop support technician will take requests and creates the initial record. Resolves all Tier One end-user problems over the phone; passes all Tier Two requests on to the appropriate support team; and contacts Third-Party Vendors for warranty service repair. This position assists customers via telephone, online chat, or e-mail to provide support for basic desktop, PC and application support. Typical candidates will be required to answer the phone, online chat or e-mail in a courteous manner and attempts to provide support for basic desktop, PC and application support.
Position Responsibilities and Functions.
a) Answer Help Desk phones
b) Provide Level 1 phone and on-site Client IT support
c) Work closely with Sr. Techs and Engineers to complete service requests and projects
d) Ability to manage time well, keeping accurate and detailed records documenting service performed and time spent.
Candidate Required Minimum Qualifications and Skills.
a) Diploma, Associate Degree or Accredited Certifications in computer science, business administration or related field preferred.
b) Basic understanding of PC operating systems hardware and troubleshooting
c) Proficiency in installing and supporting various types of PC software, hardware and peripherals
d) Strong communication skills: written, verbal, comprehension
e) Strong customer service skills
f) Experience required with Windows desktop operating systems
g) Awareness of personal limitations and when to escalate to higher level support engineers
h) Ability to take direction, working well both in a team and alone
In addition, the candidate must have the ability to perform basic office tasks and sit at a desk for an extended period of time. Job requires extensive use of computers and phones. While performing the job, the employee is required to sit, crouch, kneel, crawl, reach and have the ability to lift up to 40 pounds. Ability to work with typical hardware and cabling practices required. Must have strong written and verbal communication skills to adequately convey ideas and work well with a team. Ability to talk and hear, sit and use their hands and fingers, and reach in all directions is essential in performance of the job. Must be able to interact effectively with people at all levels of company. Work during established business hours and may require occasional weekend and/or evening work.
