Provides Tier-2 hardware and operating system support for end user computing equipment including workstations, printers, scanners, and mobile devices. May also include specialty computing devices which interface with clinical or research equipment.
Provides Tier-1 support for telephony, network, and audio-visual devices or services. Support includes standard configuration and/or troubleshooting steps as documented in process documentation and the knowledgebase. Escalates unresolved incidents to the appropriate Tier-2 support team.
Provides Tier-2 support for enterprise and unit level applications which support clinical, educational, research, and administrative functions. Support includes client installation and configuration, basic functionality troubleshooting, and assistance with application features or interfaces
Documents all work and processes in service management systems, performs initial hardware and software setup and reimages production systems; provides customers guidance and instruction on the use of hardware and software
Contributes to the improvement of workflow processes, knowledge support systems, and IT provided services through active participation in team meetings. Participates in technical and customer service training initiatives and inter-team technical projects as directed
