Responds to and diagnoses problems through discussion with users.
Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
Supervises operation of help desk and serves as focal point for customer concerns.
Provides support to end users on a variety of issues.
Identifies, researches, and resolves technical problems.
Responds to telephone calls, emails, and personnel requests for technical support.
Documents, tracks, and monitors the problem to ensure a timely resolution.
Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.
Minimum Education/Certification Requirements:
Bachelor’s degree in IT or related field or equivalent experience; IT related certifications (CompTIA or equivalent) or equivalent work experience.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Staffing and Recruiting
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