Works on assignments that require considerable judgment and initiative. Makes recommendations for solutions

Works within guidelines and takes ownership of results. May act as a mentor to less experienced team members

Field incoming help requests from end users in a courteous manner.

Document all pertinent end user identification information, including name, department, contact information, and nature of problem.

Build rapport and elicit problem details from help desk customers.

Prioritize and schedule problems. Escalate problems, when required, to the appropriate experienced technician.

Apply diagnostic utilities to aid in troubleshooting.

Access software updates, drivers, knowledge bases...