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DEPARTMENT: INFORMATION SERVICES Reports to: Information Technology Operations Manager JOB PURPOSE Responds to computer user service

requests by communicating with the employee to determine the issue, applying solutions, and enlisting additional IT resources as needed. ESSENTIAL FUNCTIONS Maintains the highest possible up time for all Columbia computer systems and networks Plans, coordinates, and implements system conversions, upgrades, and preventative maintenance to maximize system availability Improves computing infrastructure - Improves operating guides by writing revisions to existing documentation or creating new documentation as needed - Evaluates software by testing and reporting on ease of use, licensing model, and applicability - Notifies IT Operations Manager of problems and/or opportunities for improvement and evaluates risk prior to making configuration changes when improvements fall within own areas of responsibility - Establishes and upgrades systems by installing hardware and software as appropriate for the situation - Maintains or creates documentation for problem solving, daily tasks, and licensing compliance and improves documentation with exceptions are discovered or changes are needed Troubleshoots computer user issues Determines root cause of issues by interviewing users using terms and concepts that they understand, reviewing actions taken by the user, instructing the user to perform diagnostic procedures, answers questions, and shares technical expertise Conducts research and consults with other IT team members or outside vendors as needed to resolve complex issues


Supports internal and external customer service - Understands and documents internal and external customer needs and expectations - Communicates to appropriate team(s) when an expectation will not be met Contributes to the continuous improvement effort - Documents processes and procedures, eliminates non-value added activities, and participates in cross functional CI teams Maintains professional and technical knowledge - Establishes personal networks, participates in professional societies, attends professional workshops and reviews publications Contributes to team effort - Willing to attempt new assignments or fill in for others as needed; accomplishes other duties as assigned

SKILLS Expert knowledge of Microsoft programs, including Windows 7,2000, XP, Vista, and Office Suite Proficient in basic desktop computer and network configuration, testing, and troubleshooting Knowledgeable of Microsoft Active Directory with respect to user/computer administration and security configuration Employee Status: Non-Exempt, Salaried Updated: 11/5/09

Excellent organizational, interpersonal communication and problem-solving skills Basic understanding of firewall implementation and LAN/WAN infrastructure

EDUCATION/EXPERIENCE High School Diploma or equivalent; some college preferred Two years computer troubleshooting experience A+ certification preferred

Employee Status: Non-Exempt, Salaried Updated: 11/5/09