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Specific Skills

• Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
• Consult user guides, technical manuals and other documents to research and implement solutions
• Provide advice and training to users in response to identified difficulties
• Collect, organize and maintain a problems and solutions log for use by other technical support analysts
• Participate in the redesign of applications and other software
• Supervise other technical support workers in this group
• Provide business systems, network and Internet support to users in response to identified difficulties

Work Conditions and Physical Capabilities

• Work under pressure
• Attention to detail
• Tight deadlines

Computer and Technology Knowledge

• Internet
• Device drivers
• Networking hardware
• Desktop applications

Personal Suitability

• Effective interpersonal skills
• Accurate
• Team player
• Excellent oral communication
• Client focus
• Organized