Tier 2 Technician
Provide support for all supported end user hardware and software including the operating systems, office applications, various custom applications, etc. Provide Tier 1 and Tier 2 level troubleshooting support. Provide timely resolution\escalation to user reported Incidents and requests for service. Thoroughly document end user requests, troubleshooting steps and resolutions in the Service Desk call tracking system. Respond to Service Desk Incidents as assigned, within the prescribed SLA timeframes. Deliver quality customer service to faculty staff and student constituents. Employ proper processes to ensure efficient handling of tickets to the helpdesk. Maintain quality images for MSOE owned laptops through image creation and troubleshooting.