LIT Support Agent III

Important Application Submission Information

Build an exciting, rewarding career with us - help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.

Under general supervision, responds to and diagnoses problems through discussions with users; gets engaged through several types of media, including phone calls or tickets submitted through the Web and e-mail; performs such duties as:

1. Conducting problem recognition, research, isolation, and resolution steps.

2. Prioritize localized issues from system wide outages, and understand when and how to engage Senior level support groups

3. Perform hands-on and remote troubleshooting steps to isolate hardware and software issues.

4. Utilizing Corporate IT systems, such as, the problem ticket tracking system and the Knowledge Database System.

5. Identifying, creating and updating solutions using personal knowledge, historical data, external resources, and the Knowledge Database system.

6. Monitoring and managing problem and change tickets assigned to the LIT work queue.

7. Conducting quality assurance reviews.

8. Using equipment such as PC's, pagers, PDA's, copiers, and phones to complete assignments.

9. Preparing reports and analyzing the reported data.

10. Assists in the review, revision, and preparation of LIT procedures and job training programs.

11. Perform on-call duties on a call-out basis.

12. Update and maintain hardware and software inventory according to defined practices/ procedures.

13. Performs End of Lease communication and planning with assigned business unit or customers as required for workstation change-outs or upgrades.

14. Complete required Business and skill specific training as required.

15. Some travel on and off the Duke System may be required.

16. Performing other similar or less skilled work.

Must meet the Company's requirements as to GENERAL QUALIFICATIONS; and, in addition:

1. Must have at least one of the following:

• 1 year IT Workstation Support experience (additional credit will be given for IT experience within the Company). OR

• A 2 year degree in a computer related field with Microsoft Certifications.

2. Must be able to see, hear, talk, and write to fulfill requirement of daily interaction with internal customers, co-workers, other departments, supervisors, and managers.

3. Must be able to comprehend, retain, and follow oral and written communications to carry out work assignments.

4. Must be able to operate a personal computer, phone equipment, copier, pagers, and related office equipment.

5. Must be able to work as part of a team as well as independently.

6. Must be able to interact with external and/or internal customers in a pleasant, courteous, and tactful manner, and demonstrate the ability for handling personal contact with customers in a way that will insure good customer relations.

7. Must have demonstrated the ability to perform work accurately and efficiently.

8. Must have effective communication skills.

9. Must be willing to accept special job assignments within or outside the current job assignment.

10.Must be willing to work irregular hours, shift schedules, and/or overtime as needed.

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