Responsibilities:

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.