Description
Under general supervision, provides field support to end-users for PCs, hardware, software and peripheral devices. Handles problems that the Level I (phone) support is unable to resolve. May interact with network services, desktop services and applications teams to correct problems and identify issues. Simulates or recreates user problems to resolve operating difficulties.
Recommends system modifications and process improvements to reduce user problems and increase user productivity.
Maintains currency and high level of technical skill in field of expertise. Escalates more complex problems to Help Desk Support Service Specialist or Field Services Manager.
This job description is intended to cover the minimum essential duties assigned on a regular basis. Associates may be asked to perform additional duties as assigned by their leader. Leadership has the right to alter or modify the duties of the position.
Answer all calls promptly and within a specific time li...