**Job Summary:** Under general supervision, provide remote second-tier Information Technology (IT) support to end-users, aiming to restore service and identify and correct core problems.

**Essential Functions:**

+ Recreate user problems to resolve operating difficulties and recommend system modifications to reduce user problems.
+ Escalate more complex problems to the appropriate level of management and provide information on problems that are severe in nature or that are exceeding target dates.
+ Adhere to established IT policies, procedures, and standards, ensuring conformance with information systems, goals, and procedures.
+ Provide creative, effective solutions and recommend procedures and resources to enhance efficiency, productivity, and end-user satisfaction.
+ Provide training to end-users when indicated.
+ Provide guidance to less experienced Service Desk staff in areas such as problem resolution and communication.
+ Maintain a thorough wo...