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Reference # : 19-01045 Title : Desktop Technical Customer Support 3
Location : Pasco, WA
Experience Level : Start Date / End Date : 12/02/2019 / 12/05/2020  
Note: See Additional Position Information document for specialized position requirements

Desktop Technical Customer Support 3

General Position Overview:

Summary: The role of the Desktop Technical Customer Support position is to assist Client Support staff with next-level support on advanced technical issues and provide coordination and prioritization of the Client Support functions with the management and technical leadership of other Information Technology (IT) organizations. The technical support position is an information technology generalist and is the front line of support for IT systems and software that fields telephone calls, voicemails and emails from BPA IT clients, resolves or refers IT issues, tracks issues using a central incident management application and may run various diagnostic programs for troubleshooting or monitoring purposes.

Education, Experience, Job Training:
NOTE: Education & Experience requirements are specific to this CWSD/position title, for use exclusively within BPA?s IT organization, and are not transferable to other BPA organizations. Managers may require more education and/or experience (see API document) for specific positions.
? Bachelor of Science in Computer Technology or related field is preferred. Associate?s degree in a directly related field can count toward 2 years of experience; Bachelor?s degree can count for two additional years of experience (4 years total)
? One or more of the following certifications are desirable: A+, MCP, MCSE, MCDST; applicable certifications will count towards 1 year of experience.
? Experience Requirements:
? Level 3 requires 10+ years of combination of education, certifications, and/or work experience in Computer/Information Technology or related field.

Typical Tasks may include but are not limited to:
? Provide technical assistance over the phone or in person for a wide variety of hardware, software and site-specific applications in an enterprise server-client environment.
? Oversee the daily performance of computer systems
? Troubleshoot calls from the support desk and start the resolution process, bringing in other subject matter experts as required.
? Interpret IT client Operating System or server system and product issues and provide resolution when possible.
? Enter IT problem descriptions and troubleshoot the issue sufficiently to appropriately refer the problem to the correct IT support group
? Answer user inquiries regarding computer software or hardware operation to resolve problems.
? Enter commands and observe system functioning to verify correct operations and detect errors.
? Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
? Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
? Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
? Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
? Refer major hardware or software problems or defective products to vendors or technicians for service
? Develop training materials and procedures, or train users in the proper use of hardware or software
? Confer with staff, users, and management to establish requirements for new systems or modifications

Specific Skill Requirements:
? Desktop/laptop and/or server hardware, configuration and troubleshooting
? Knowledge of printer troubleshooting
? General office skills such as phone and data entry skills
? Excellent customer service and communication skills
? High level of organizational abilities and multi-tasking

Position Requirements:
? Work on-call as required and carry a BPA issued cell phone and be reachable after hours to accommodate scheduling, emergency, and on-call issues. BPA-provided cell phones are to be used solely for BPA business.
? Travel within the assigned service area to meet with supported employees or attend team or technical meetings is required.
? Work non-core hours when necessary and work shifts that range from 5:15 am to 6:15 pm
? Lift, carry, move and stack IT equipment weighting up to 40 lbs. Bending, stooping, lifting, kneeling, reaching and walking for short distances (up to 500 yards) may be required.
? Solve technical issues in a professional manner or escalate in a timely manner.
? Prioritize work with a focus on client satisfaction and follow through.
? Effectively communicate technical information verbally and in writing to technical and non-technical users
? Carry out assigned tasks with a professional demeanor reflected in excellent written and oral communication skills, listening skills, patience, analytical reasoning and problem solving abilities
? Display calm and a customer oriented attitude in fast-paced and sometimes stressful conditions.
? Meet timelines, milestones, any assigned deliverables and provide timely (weekly) status updates

Typical Work Activities may include any of the following:
? Interacting With Computers ? Using computers and computer systems (including hardware and software) to set up functions, enter data, or process information.
? Making Decisions and Solving Problems ? Analyzing information and evaluating results to choose the best solution and solve problems.
? Updating and Using Relevant Knowledge ? Keeping up-to-date technically and applying new knowledge to the job.
? Processing Information ? Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
? Analyzing Data or Information ? Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
? Organizing, Planning, and Prioritizing Work ? Developing specific goals and plans to prioritize, organize, and accomplish work

Knowledge ? The specific position may require any or all of the following:
? Computers and Electronics ? Knowledge of electronic equipment and computer hardware and software, including applications and programming. Requires an understanding of the IT working environment sufficient to explain technical issues to a disparate range of technical and non-technical clients.
? Customer and Personal Service ? Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
? English Language ? Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
? Clerical ? Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology.
? Administration and Management ? Knowledge of business and management principles involved in strategic planning, resource allocation, production methods, and coordination of people and resources.
? Engineering and Technology ? Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.

Skills ? The specific position may require any or all of the following:
? Communication - Good oral and written communication skills sufficient to convey technical advice and information to clients and coworkers who have varying degrees of ability with Information Technologies.
? Critical Thinking ? Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
? Complex Problem Solving ? Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
? Active Learning ? Understanding the implications of new information for both current and future problem-solving and decision-making.
? Judgment and Decision Making ? Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Abilities ? The specific position may require any or all of the following:
? Comprehension/Oral Communication - Ability to follow complex procedures and explain technical solutions to a wide range of clients, providing advice and information to individuals with varying degrees of ability with Information Technologies.
? Information Ordering ? The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
? Deductive Reasoning ? The ability to apply general rules to specific problems to produce answers that make sense.
? Problem Sensitivity ? The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Work Styles:
? Dependability ? Being reliable, responsible, and dependable, and fulfilling obligations.
? Attention to Detail ? Being careful about detail and thorough in completing work tasks.
? Cooperation ? Being pleasant with others on the job and displaying a good-natured, cooperative attitude.
? Analytical Thinking ? Analyzing information and using logic to address work-related issues and problems.
? Integrity ? Being honest and ethical.
? Initiative/Persistence ? Willingness to take on responsibilities and challenges; persistence in the face of obstacles.
? Stress Tolerance ? Accepting criticism and dealing calmly and effectively with high stress situations.
? Adaptability/Flexibility ? Being open to change (positive or negative) and to considerable variety in the workplace.