Provide technical assistance to computer users. Answer questions or resolve computer problems for clients in person, via telephone, or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Skills
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Understanding written sentences and paragraphs in work-related documents.
Talking to others to convey information effectively.
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Required Knowledge
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
Knowledge of the structure and content of the English language including the meaning and spelling of words, and rules of composition and grammar.
Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
Roles & Responsibilities
Oversee the daily performance of computer systems.
Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
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