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Required Skills
- Communication – The ability to listen actively, ask questions, and explain technical concepts to non-technical people.
- Problem solving – The ability to identify, diagnose, troubleshoot, and resolve issues using logical steps.
- Customer service – The ability to detect and fix issues quickly to reduce response times for users.
- Collaboration – The ability to work well with others and communicate effectively with your team.
- Adaptability – Being able to think quickly and adapt to unexpected changes or challenges.
Required Technologies
Efficiently assist users with a wide range of technical issues, such as troubleshooting computing devices, Windows operating systems, network technologies, printers, and Microsoft software applications across different platforms (desktop, client-server, browser-based, etc.).
Required Education
High School Diploma or equivalent.
Required Years of Experience
6+ months of experience in IT or related area. 6+ months of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).
Physical Requirements
- Push Max Weight Limit – 80 lbs
- Pull Max Weight Limit – 100 lbs
- Lift Max Weight Limit – 50 lbs
Driving Requirements
Driving responsibilities? If yes, specify hours of driving per week. Type of vehicle use: Rental Car, Qualcomm Vehicle, Personal Vehicle. Note to suppliers – please ensure your candidate understands and agrees to your specific reimbursement requirements for any out‑of‑pocket expenses.
Principal Duties and Responsibilities
- Follows standard operating procedures.
- Supports troubleshooting efforts to identify routine problems.
- Provides first level support to resolve problems with products, applications, and devices.
- Supports documentation of details of incidents, status of service requests, and resolutions, and follows escalation procedures.
- Assists with processing incoming requests.
- Adapts to minor changes and setbacks in order to manage pressure and meet deadlines.
- Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).
- Seeks out learning opportunities and feedback to increase own knowledge and skill using internal training resources.
- Contributes to the knowledge repository for routine technical support.
- Escalates routine problems as necessary to appropriate resource (e.g., support team, vendor).
- Completes routine technical tasks assigned by more senior personnel.
- Manages minor distractions, prioritizes tasks, and deals with setbacks in a timely manner with assistance from more senior personnel.
Level of Responsibility
- Working under close supervision.
- Taking responsibility for own work and making decisions with limited impact; errors made typically only impact timeline.
- Using verbal and written communication skills to convey basic, routine factual information about day‑to‑day activities to others who are fully knowledgeable in the subject area.
- Completing tasks that require multiple steps that must be performed in a specific order, using directions or manuals that accurately document the steps necessary to perform the tasks.
- Using limited problem solving, generally in the nature of troubleshooting simple processes or technology.
- Exercising some creativity may be required to troubleshoot technical problems or deal with client circumstances.
Comments for Suppliers
- How many rounds of interviews should be expected?
- Work Location: (Pick One)
- 100% Onsite
- Hybrid (working from home and in office)
- 100% Remote (anywhere in the U.S.)
- Shift: Hour/Days of Work – 8AM - 5PM /Mon-Fri
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
IT Services and IT Consulting
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