Tech Support Level 2

This position provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Tracks and monitors the problem to insure a timely resolution. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks.

Essential Duties and Responsibilities include but are not limited to the following areas of operation.

• Handle technical support calls from end-users regarding packaged and specialized software, office automation, and hardware.
• Be able to resolve problems or provide immediate end-user training with the goal of reducing programmer’s time to handle these situations. Problems that cannot be resolved in a timely fashion need to be escalated with the appropriate priority communicat...

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