Tier 2 Computing Support Representative (CSR) Certification Requirements

Certification Requirements

Three Levels of Tier 2 Computing Support Representatives (CSR)

Associates
Every Computing Support Representative (CSR) begins as an Associate. Expectations of Associates are simply to forward emails from ITS to your department as needed.

Certified Associates
After going through some classroom and online training, a CSR can become a Certified Associate. Certified Associates are expected to understand the difference between a computer or network that is working correctly and those that are not working correctly. Certified Associates call the IT Service Center at 303-735-HELP (5-4357 from an on-campus phone) and will be recognized by the IT Service Center agent as Certified Associates, thus bypassing some initial questions.

Certified Associate Training

Certified Partners
If a CSR decides to go through additional training on top of that required for the Certified Associate role, they can become a Certified Partner. The main perk to becoming a Certified Partner is access to supportworks. Supportworks is the workflow tool that ITS uses to track cases and work being done on those cases. With access to this tool, A Certified Partner can launch a case directly into the ITS workflow system, completely bypassing the IT Service Center. This is possible because after the more extensive training, Certified Partners can not only tell when a computer or network is or is not working correctly, they can perform the first level of troubleshooting themselves.

Certified Partner Training

If you are interested in hearing more about become certified through the Tier 2 Computing Support Representative (CSR) program please contact Tier2@colorado.edu

Classroom Training Modules required for Certification

• ITS Orientation
• IT Fundamentals @ CU-Boulder
• Customer Support Training
• Case Management - SupportWorks

You can check out a description of the classroom modules, see the available times, and register at the following site, www.colorado.edu/its/supptrain/

Getting Help
LeCarla Gilmere
Tier2@colorado.edu
303-735-4357 (or 5-HELP from a campus phone)