Qualcomm End User Services Support Analyst Associate 

United States, California, San Diego 

553012929

Job Area:

Information Technology Group, Information Technology Group > IT Support Analyst

Provides technical assistance to computer users. Answers questions or resolves computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Minimum Qualifications:

• High School Diploma or equivalent.

Physical Requirements:

• Frequently transports between offices, buildings, and campuses up to 2 miles.

• Frequently transports and installs equipment up to 40 lbs.

Preferred Qualifications:

• Bachelor's degree in an IT-related field.

• 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).

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; impact of decisions is readily apparent; errors made typically only impact timeline (i.e., require additional time to correct).

• 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 novel circumstances.

Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.

Pay range:

$23.10 - $34.64