Job Summary

Provides technical phone support for customers and conducts problem analysis for incidents involving moderately high complexity; escalates to and coordinates problem resolution with other IT groups and / or external vendors; maintains knowledge of supported sites standard equipment and technical environment, acts as technical representative to its customers; services ID requests for supported environment and grants access authority to applications and databases, as assigned.

Essential Job Functions

• Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support.
• Acts as representative of technical services to its customers. Initiates, escalates or resolves problem tickets and/or service requests.
• Troubleshoots and resolves technical problems, escalates to support resources.
• Facilitates closure to problem ticket/ servi...