Complete Description:
Administrative support functions, including data entry, plan tracking, and basic task assignments. Provides customer or technical support by collecting trouble tickets, analyzing issues, carrying out solutions, escalating issues, and tracking to completion. Adhering and working within established policy and procedures. Meeting and exceeding established programs SLA's.
Behavior Characteristics:
Strong communication and customer service skills, ability to multi-task, self-motivated, and detail oriented.
Skills:
Skill Required / Desired Amount of Experience Expertise Rating
Coordinates Agency Telecom carrier operating group activities
Required 4 Years 3 - Expert
Prepare & schedule requests for agency telecom services and equipment
Required 4 Years 3 - Expert
Work trouble tickets and coordinates site-surveys
Required 4 Years 3 - Expert
Review completed work order and trouble ticket resolutions for completeness
Required 4 Years 3 - Expert
Provide support and assistance to agency personnel and technicians
Required 4 Years 3 - Expert
Stage equipment to be used in fulfillment of work orders
Required 4 Years 3 - Expert
Procure replacements, stock as appropriate, & maintain inventory records
Required 4 Years 3 - Expert
Basic understanding of state-of-the-art telecom technology & equipment
Required 4 Years 3 - Expert
Create and/or maintain accurate & complete databases
Required 4 Years 3 - Expert
Troubleshoot, diagnose, resolve and document technical service requests
Required 4 Years 3 - Expert