Thinking of a Career in Emergency Management?
- BY Nicole Pelette
Customer Support Interns are responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 1 help desk support. They work with a broad range of infrastructure products and basic networking components. They provide maintenance and support for simple to moderately complex client products and work on one or more projects concurrently as a team member.
Customer Support members respond to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise. They are responsible for documenting solutions to problems and developing end-user guidelines. On an ongoing basis, they work to improve customer support processes and practices. In addition, they evaluate and recommend client software and hardware and write proposals for purchasing new or upgraded products.
Individuals in the Customer Support job family require an understanding of the foundation architecture, hardware and software used by the organization. They demonstrate skill in various custom or packaged hardware and software. They have the ability to gather information on issues and have diagnostic capabilities to enable them to describe or resolve problems. These individuals ensure that client needs are addressed and resolved in accordance with service level agreements.
Client Technology Support:
Inventory Management: Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.
KNOWLEDGE, SKILLS & ABILITIES: