Responsibilities:

• Serves as the first point of escalation for customers to request assistance resolving problems of low to medium complexity through the application of procedures and expertise.
• Handles issues concerned with the overall operation of all technology, including but not limited to personal computer hardware and peripherals, telephones, standard and supported applications and connectivity to remote systems.
• Performs a high level of investigation which may include remote access into a customer’s device or in some cases, on-site assistance.
• Resolves work requests that may involve coordination with other functions or other IS teams.
• Formally documents problems and resolutions per IS guidelines.
• May create, modify, and delete user accounts across multiple technology platforms.
• Grants access to applications, following established policies and procedures.
• May support specific applications / products (e.g. desktops, mobile devices, phone system etc.) for a specific business unit/function.
• Monitors / maintains inventory of supplies (e.g. hardware, peripherals, telephones, etc.)
• Troubleshoots customer problems requiring a solid understanding of the desktop environment and a basic understanding of inter-related technologies.
• Conducts and documents complete diagnostics of most business problems, factoring in a strong understanding of the technical infrastructure.
• Facilitates activities across multiple groups to ensure an effective resolution of complex issues. Communicating with all stakeholders in the issue resolution.
• Is able to effectively choose from among many different procedures or approaches in order to implement a solution.
• May provide the technical expertise to support major projects if necessary.
• Operates effectively as part of a larger team and in managing own work.
• May manage an assignment to resolve an escalated problem, implement upgrades, etc., usually lasting several months or less, which may require directing internal resources.
• Provides stakeholders with timely information based on information.
• Is seen by customers in the business unit(s) supported as a key resource in IT for their technical solutions.
• Forms productive networks with user community.
• Receives general direction, supervisory support is available.
• Possesses basic knowledge of standard hardware and software in the technology infrastructure, with expertise to address more complex incidents that involve multiple areas of the applications and/or infrastructure.
• Has the expertise to independently handle nearly all routine and non-routine inquiries and problems.
• Utilizes a broad range of technical support products and technologies to resolve difficult technical issues.
• Possesses a strong orientation towards customer interaction and a high level of customer service professionalism.
• Familiar with scripting languages; may potentially seek to automate manual or common processes through scripting.

Education/ Experience:

• Associate’s degree in Computer Science or related field, or equivalent experience.
• Certifications are preferred (i.e. A or Security ).