Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Under general direction, provides second-tier support to end-users for PC, server, mainframe applications, and hardware. Handles problems that the first-tier of help desk support is unable to resolve.
May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Familiar with a variety of the field's concepts, practices, and procedures. Experienced supporting functional software testing and end user software testing. Comfortable working with issue tracking, or trouble ticket systems. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. May lead and direct the work of others.
Reports to a supervisor or project manager. A wide degree of creativity and latitude is expected. Recommends systems modifications to reduce user problems.