Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution
Applies understanding and knowledge of information systems products and services to assist users
Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
Coordinates referrals to appropriate technical, professional, or service personnel Receives and prioritizes issues and forwards using appropriate escalation procedures
Provides functional or task leadership
Coordinates special projects and system upgrades
Briefs customers and/or management on the status of resolution efforts
Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel
Recommends system or process improvements, including procedures, training, and enhanced documentation
May provide occasional functional and technical guidance to less experienced staff. The incumbent oversees and coordinates with quick-response customer support team and interfaces with clients (over the phone or other support channels) to troubleshoot, analyze and diagnose more complex issues and engage appropriate technical resources to resolve client issues.
The incumbent works under limited supervision to provide prompt and professional Help Desk service through quick processing and prioritization of a variety of problems. All other duties as assigned
