Provides customer service through actively listening, showing empathy and attention to detail.  Proactively, follows up on problems.  Anticipates customer concerns.  

Analyzes and identifies hardware, software, procedural and/or communication problems.  

Develops, maintains, and applies knowledge of systems and tools necessary to troubleshoot problems.  

Communicates technical resolutions clearly, concisely and precisely verbally and in writing.                              

Documents and summarizes interactions with internal customers, accurately, for tracking and reporting purposes.  

Adheres to department and company policies, procedures, and expectations particularly service level objectives.  

Works with employees within and outside the department to ensure the resolution or escalated of problems.  

Applies advanced diagnostic techniques to identify problems; investigate causes; and recommend solutions.  

Provides troubleshooting and support.  

Provides phone and help-desk support for local and off-site users.  

Analyzes customer needs to determine functional and cross-functional requirements. 

Maintains current knowledge of relevant technologies as assigned.  

Participates in special projects as required.  

When applicable, provides suggestions for process and procedure improvement.