• Determines the most effective manner to resolves client’s technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with full-time staff when necessary.
• Resolved level 1 work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
• Verifies that suggested solutions effectively resolve the users’ problems through verbal or email follow up.
• Work on HelpDesk related projects as assigned by suppervisor
• Effectively; professionally, and respectfully represents other Information staff members, teams, and their services to the client community.
• Provide support for all information Technology products and services support may include answering question, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with smart Classroom Technology.
• Records required customer and problem information in the HEAT call Ticket system. Updates tickets with appropriate journal entries of activities, and close ticket with resolution entered upon completion of the job.