TITLE:Computer Specialist 1 ORGANIZATION: Information Technology APPLICABLE TO: Operations
DUTIES:
Under direct but not constant supervision, exercising a high degree of independent judgment and skill on problems frequently of a complex and confidential nature, provide first and second level, timely operational and technical support for all Ameren desktop and network issues. Ensure prompt and effective troubleshooting, resolution and documentation of all end user problems. Determine incident priority and routing for all user problems. Provide first level support for mobile radio, mobile data and other telecom problems. Work with IT and Business Line groups in testing new systems and processes. In this capacity, as assigned, to undertake such work as;
Problem Management: Provide and facilitate effective Problem Management: Accurate problem description and user/business line impact; Thorough troubleshooting and documentation; Effective user/business line communications and follow-up. The majority of assigned problems should be resolved to customer's satisfaction with minimal assistance from senior specialist.
Desk-side: Provide in person user desk-side and business line support at the corporate campus and/or other designated locations.
Training: Facilitate and augment user training through one-on-one "how-to" interaction via remote control access and desk-side assistance.
After-Hours Support/Incident Management: Requires periodic 24 hour "on-call duty" support (carry pagers) per the attached guidelines with no standby pay. Provide effective leadership through exercising problem ownership, priority assessment and decision-making and timely communications and follow-up for business critical problems.
Technical Solutions/Documentation: Maintain technical solutions documentation for problems encountered and identified by users; working in conjunction with IT and Business Line groups.
Limited Technical Support/Troubleshooting: Install and configure printers. Provide limited hardware/software support for personal computers and laptops and mobile devices.
SPECIAL RESPONSIBILITIES:
For holding as confidential information relating to Company operations. Provide periodic support coverage during off-hours (carry pagers).
Rev. 01/28/08 Page 1 of 2
Work assignments may involve some shift work.
Must possess excellent communication, problem solving, organization, and human relations' skills with the ability to interact effectively with all levels of employees.
NUCLEAR - Maintain unescorted access to Callaway Plant Radiological Controlled areas. Participation in the Fitness for Dury Program is required.
CONTACTS:
With all levels of employees in various departments of the Company.QUALIFICATIONS:
Basic knowledge of Windows Desktop Operating Systems, Microsoft Office products and Microsoft Outlook.
Associate's Degree in Computer Science, Management Information Systems, Business Administration, or other computer related degree from an accredited college or university;
OR
30-60 semester hours from an accredited college or university, with a minimum of 6 months directly related experience;
