Job Description

Principal Accountabilities:
Resolve technical problems in a call center/help desk environment. Use expertise in customer service and technical knowledge gained from prior programming experience to resolve issues surrounding installation, usage, and training on software and/or hardware products.

Under close supervision:

• Follow documented and standardized procedures to diagnose and troubleshoot incoming employee calls

• Provide support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access

• Provide timely resolution of less complex problems or escalation on behalf of customer to appropriate technical personnel

Knowledge & Skill Requirements:

• Bachelor\xe2\x80\x99s degree in Information Technology or related field

*Equivalent years of experience in a substantially similar industry may be considered in lieu of a degree to be determined by the nature of the specific job and the hiring manager\xe2\x80\x99s criteria

• One year of related experience preferred

• Strong written and oral communication skills

Knowledge & Application:

• Good knowledge of single specialist area achieved through prior study or previous experience

• Applies knowledge of the principles and practices in a recognized professional field requiring extensive academic preparation

• Applies knowledge of standardized rules, procedures, and operations within own area

• Determines a course of action based on guidelines

Problem Solving:

• Encounters fairly similar problems which require some fact finding, clarification, and basic analysis

• Most solutions will be found within normal operating processes and policies

• Selects the best solution based on a set of defined procedures or precedence

• Occasionally, requires basic problem solving techniques to define problems and use previous experience to identify

Interaction:

• Exchanges standard/basic technical or nontechnical information with colleagues and immediate superiors and/or customers

• May be a required to interpret or clarify technical information to aid understanding

• Audience is generally knowledgeable about the subject matter

• Conveys straightforward information to non-divergent audiences

Impact:

• Impact is limited to short-term team performance

• Supports the achievement of goals through own personal effort

• Responsible for planning own work, assessing own progress, and adjusting efforts to meet goals

Accountability:

• Accountable for meeting own targets which impact the immediate work area

• Accountable for meeting own targets which are often considered financially immeasurable

• Work is reviewed periodically

• Is aware of wider profitability issues

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R-20230914-0006

VF Corporation