POSITION SUMMARY
Serves as the primary Tier 1 support personnel on-site to review and complete all center-based IT support tickets in Zendesk

MANAGEMENT & SUPERVISION
May supervise Job Corps’ Work-Based Learning students assigned to the department.

RESPONSIBILITIES
o Provides technical assistance in strict accordance with the Us Department of Labor, Job Corps Center, Job Corps Data Center and Adams and Associates, Inc. Corporate IT Standard Operating Procedures (SOP’s).
o Follows all integrity guidelines and procedures and ensures no manipulation of student data.
o Completes assigned work tasks, both corrective and preventative, as directed by the IT Manager.
o Is the primary IT staff responsible for resolving Tier 1 IT support tickets in Zendesk. Tier 1 personnel respond to requests for basic customer support issues, account creations, password resets, etc. If no solution is available, Tier 1 personnel escalate to Tier 2 which is the on-site IT Specialist.
o Provides superior customer service at all times in a fast-paced work environment.
o Coordinates with Center Property Officer and Property Custodians to ensure management and control of Center’s technology equipment.
o Compiles accurate and thorough summary information for management reports as required.
o Responds in a timely manner to Corporate IT requests.
o Produces quality work/assignments in a thorough, timely and accurate manner.
o Maintains appropriate personal attendance, accountability and work productivity standards.
o Plans, prioritizes and organizes assignments to meet established goals and deadlines.
o Understands and applies job knowledge to effectively complete all required job responsibilities. Proactively maintains the skills required to perform job duties.
o Mentors, monitors and models the Career Success Standards as required by the PRH.
o Shows respect and courtesy to students and holds them accountable for their actions and behavior.
o Provides quality services for students and ensures that quality is maintained and student needs are met. Pursues improvement and enhancement of requisite services.
o Exchanges ideas and information, both orally and in writing, in a clear and concise manner and contributes meaningfully to group efforts by offering relevant ideas and knowledge. Provides quality and timely information to DOL/Company when and if requested.
o Effectively articulates thoughts and ideas. Identifies problems, analyzes causes and evaluates appropriate solutions prior to taking or recommending actions. Follows up to ensure prompt/appropriate action and that problems are in fact corrected.
o Works in partnership with staff from all Departments to ensure effective supervision and services are provided to students.
o Accepts direction and supervision from the Center Director/Center Duty Officer/Shift Manager to include assignments to temporarily perform job responsibilities of other departments and positions.
o Other duties as assigned.