Act as a single point of contact via the telephone, email or web for resolution of technology-related issues.
Document customer requests in call tracking system.
Support network and e-mail connectivity, computer operating systems, hardware and software, internally developed applications, mainframe and midrange operations.
Interact with customers and peers to diagnose and resolve problems.
Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems.
Support features, functionality, and usage of specific applications.
Provide Level 1 technical support of low to medium complexity and provide input and update to the technical knowledgebase as necessary.
Adhere to established policies and procedures.
Make sound business decisions, under direction by following documented procedures.
Report problems with procedures and makes suggestions for improvements.