Complexity. Intermediate professional level role. Provides Tier 1 and Tier 2 support of medium to high complexity. Works in a team as a team member. May coach more junior technical staff. Responsible for Tier I software and hardware support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application, hardware and software problems.
Appears in 683 contracts
Samples: State Term Contract for Information Technology Staff Augmentation Services, State Term Contract for Information Technology Staff Augmentation Services, State Term Contract for Information Technology Staff Augmentation Services
Complexity. Intermediate professional level role. Provides Tier 1 and Tier 2 support of medium to high complexity. Works in a team as a team member. May coach more junior technical staff. JOB FAMILY: CUSTOMER SUPPORT Responsible for Tier I software and hardware support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application, hardware and software problems.
Appears in 11 contracts
Samples: Information Technology Staff Augmentation Contract, Information Technology Staff Augmentation Contract, State Term Contract