· Provides support to end users on a variety of issues.
·
Use ticketing
system to update and track tickets and resolutions
·
Use network level
monitoring system to proactively resolve computer issues and provide software
updates
·
Identifies,
researches, and resolves technical problems.
·
Responds to
telephone calls, email and personnel requests for technical support.
·
Activities include
recognition, research, isolation, resolution, and follow-up.
·
Performs general
maintenance tasks and resolves less complex problems immediately, while more
complex issues are identified to a higher level of support.
·
May involve use of
problem management databases and help desk system.
·
Relies on
experience and judgment to plan and accomplish goals.
·
Reports to lead
engineer or director of engineering.