• Responsible for providing support services to users of Internet and Extranet sites.
• Provides technical advice and guidance relative to problems involving user interface, browser, hardware and supporting software.
• Troubleshoots and restores routine technical service and equipment troubles by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
• Maintains a knowledge database and call tracking database to enhance quality of problem resolutions.
• Coordinates efforts with the Help Desk to ensure all calls outside the customer environment are effectively resolved.
• Works in a team setting, sharing information and assisting others with calls.
• Provides input to Web development team for site improvements based on customer feedback.
• This job is very similar to an experienced Help Desk professional, with the added responsibility of interfacing directly with external customers to the business.
• As a result, customer service and technical competencies are very critical, as this may be the only “live” interface a customer has with the business.

Dimensions Education:

Bachelor’s Degree in Computer Science, Information Systems, or another related field. Or equivalent work experience.

Experience:

A minimum of 3 years IT work experience in PC or client/server platform, network, or systems administration in relevant computing environments.

Complexity:

Intermediate professional level role. Works on projects/systems/issues of medium to high complexity. Provides internal and external customer support for Web systems and services. Works on one or more projects as a project team member, occasionally as a project leader. May coach more junior technical staff.