Investigates and resolves software and hardware problems of computer users for a department or agency of Vermont State Government. Duties involve the resolution of user problems ranging from logon problems to peripheral equipment such as printers. Assistance may be over the telephone or on site.
Work is performed under the supervision of a technical supervisor.
Interviews users to collect information about problem and leads users through diagnostic procedures to determine source of error. Determines whether problem is caused by hardware such as modem, printer, cables, or telephone. Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor or technical staff. Logs and tracks calls using a problem management database, and maintains history records and related problem documentation. Prepares standard statistical reports, such as help desk incident reports.