Troubleshoots and resolves moderately complex Information Technology (IT) issues and fields requests for advanced level support. Documents communications and employs help tickets. Directs student assistants.

Troubleshoots and resolves moderately complex Information Technology (IT) issues and fields requests for advanced level support. Documents communications and employs help tickets. Directs student assistants.

Settles moderately complex computer hardware and software issues.Troubleshoots and resolves issues via telephone, walk-in, email, and live chat using
clearly defined procedures and with general direction from the supervisorHolds accountability for all help cases created until case is closed or there has been a
positive Tier-2 handoffDetermines proper routing of help ticket casesImposes escalations of help cases when necessaryFields requests for advanced level support.Resolves issues surrounding networking, data transfer, telephone, email, printing, and
other general consulting questions posed by University faculty, staff, and studentsFollows clearly defined procedures for providing assistance to and fielding questions of
University membersProduces reports and provides summaries on help request trendsAssesses current customer needsDocuments all communication.Records communication in help ticketsConducts communication via email, departmental mail, meetings and telephoneMaintains current knowledge of area of responsibility