Position Summary
Under direct supervision, delivers first tier phone support while acting as first point of escalation for client and staff issues. This role monitors and prioritizes the Service Desk phone line, e-mail message queues and automated request queue to ensure that all incidents and requests are resolved according to service level agreements and properly escalated when necessary.
Job Responsibilities
Resolves technical issues with operating systems, hardware, software and network connectivity. Escalates issues as needed.
Answers end-user technology questions and provides general information regarding departmental computing policies and service agreements.
Ensures metrics and service level agreements are upheld.
Contributes to and helps maintain the Knowledge Base.
May develop, maintain and/or disseminate departmental or functional specific policies and procedures. May al...