• Relies on extensive experience and judgment to plan and accomplish goals.
• May lead and direct the work of others.
• Responds to end-user phone, email, or chat requests for support to resolve basic computer, application, system, device, access, or performance issues.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.

Documents incidents using help desk systems or tools.

• Escalates problems to appropriate levels or teams to achieve issue resolution.
• May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
• Fulfills all service level standards for response time and quality.
• Works under the close direction of senior personnel in the functional area.
• Possesses a moderate understanding of general aspects of the job.

Last updated : 2024-04-28