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Job Description:
  • Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing, and escalation to Level 2 and Level 3 support.
  • May also escalate to IT applications support or call for outside vendor maintenance (Level 4), as needed.
  • A Level 1 tech gathers and analyzes information about the users issue and determines the best way to resolve their problem.
  • Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.

Last updated on Oct 26, 2023

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