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Responsibilities:
Provides Level I Support Desk coverage. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, chat, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Uses established procedures and experience to determine the nature of the problem and provide solution to customer satisfaction in a timely and accurate manner adhering to established SLA’sHandle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor, Analyst or technical staff. Interact with internal I/S support personnel in troubleshooting and solving problems and issues in a timely and accurate mannerInterview user to collect information about problem and lead user through diagnostic procedures to dete...