Coordinate with tier 3 support developers and record new issues.
Adhere to troubleshooting steps and escalation process.
Serve as primary contact for IT issues of the firm.
Handle recordkeeping and logging calls and reporting time into HEAT database.
Escalate problems to Programmer, Supervisor, Specialist, Analyst and Manager.
Report unusual and recurring issues to Specialist, Programmer, Manager and Analyst.
Extend user support during office moves, computer conversions during hardware or software failures.
Support test of new or upgraded applications.
Reset user passwords and grace logins and grant access for documents.
Handle requests from multiple sources like email, telephone, voicemail and face to face.
Input requests into problem tracking database and assign Tier 2 group for resolution.
Present and explain computing support policies to Duquesne campus community.
Guide and support student help desk consultants.
Report on Help Desk service usage and suggest technologies to enhance Help Desk functioning.
Solicit user feedback of company services to upgrade service quality.