The Information Systems worker is responsible for working directly with faculty, staff, and students to provide first-level /first-tier computer support to users by developing problem-solving resources. The Information Systems Worker will report to the Help Desk Coordinator.

• Responds to customer calls in an appropriate and timely manner;

• Assignment of appropriate designation of system codes problem based on severity and priority;

• Determination of probable cause and ability to make appropriate decision of whether or not escalation procedures are necessary;

• Problem resolution to include reporting to the appropriate support personnel according to established procedures, providing detailed status information and estimated time for resolution; followed with applicable analytical or research techniques to isolate or clarify problems if necessary

• Resolves routine problems or escalates more complex issues to appropriate personnel;

• Responds to customer follow-up inquires in a timely manner and keeps customers updated on resolution process;

• Verification of problem resolution with customers to ensure customer satisfaction according to established guidelines;

• Maintains logs for recordkeeping of information into the system as defined by prescribed procedures;

• And any other duties as assigned.