Provides support for basic incident and request resolution and re reported to the division service desk. Performs initial assessments, triage, research, and resolve basic incidents and requests regarding the use of application software products and/or infrastructure components.
Enters support requests into tracking system and assigns ticket number.
Interviews customer to determine nature and scope of the customer's issue, and the appropriate response.
Diagnoses, resolves and closes customer issues according to service level guidelines for basic incidents and requests.
Promptly escalates issues to higher level technical support or management when necessary.
Provides end-user desktop training and minor hardware/peripheral repair as appropriate.
Provides support desktop operating systems and assists with account access, password resets, and user access privileges.
Provides after hours and on-call support as needed.
High school diploma or equivalent
Associate's degree (Preferred)
*Years of relevant experience may be substituted for required education.
Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision. Must be able to work in a stressful environment and take appropriate action.
Valid driver's license in State of Michigan
Title: Technical Analyst, Information Technology, 1.0 Varied
Requisition ID: 7467-7905