Job Summary:

Applies technical knowledge to provide 1st tier support to diagnosis, troubleshoot and resolve network end user application computer software and hardware problems and issues

Essential Job Dutie s

• Receive, prioritize and respond to user calls identifying and requiring major software or hardware problems and issues

• Receives calls from users to resolve simple and complex computer software and hardware problems

• Provides services including inquiries of how to set up and use specific software, technical printer, word processing, electronic mail, and operating system issues

• Contacts software and hardware product support vendors to correct, replace or provide technical support and information.

• Initiates, escalates, or resolves problem tickets and/ or service requests.

• Troubleshoots and resolves technical problems, escalates to support resources.

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