Experience levels
- Level 1: < 5 years of experience
- Level 2: 5– < 10 years of experience
- Level 3: 10+ years of experience
Responsibilities could include but are not limited to
- Perform a variety of network problem analysis and monitoring tasks, monitor network management systems and respond appropriately to user requests and problems
- Perform initial problem analysis and triage problem to other appropriate staff when appropriate
- Maintain liaison with network users and technical staff to communicate the status of problem resolution to network users; log and track requests for assistance
- Develop, implement, and/or participate in the preparation of procedure manuals and documentation for help desk use; conduct periodic user satisfaction surveys and track user problem trends; make recommendations for improvements to the network systems and create reports based on information provided from user surveys and trends
- Develop, implement, and/or participate in the distribution of network related information to users to include information such as help desk procedures and network handbooks
- Participate in the development of a comprehensive training plan for help desk procedures; assist in training personnel providing backup coverage
- Participate in on-site installations of network systems for users
- Perform other related duties incidental to the work described herein
