A$ A' "A' ?Must HavesRespond to incoming telephone or email inquiries and request for assistance.Resolve level 1 request such as password resets. Elevates complex and/or high priority problems to the appropriate support groups.Provide level 2 support assistance as needed. This includes installing software, imaging computers, application testing, and hardware replacements.Ask and answer questions to identify problems, categorize issues, prioritize work and provide advice to end users.Determines the most effective manner to resolve client's issues. Consults with other staff when necessary.Records, update, and assign tickets within Remedy Ticket System.Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.Description (including, but not limited to):1. Technical assistance, support, and advice to end users for hardware, software, and systems2. Hands-on technical and functional assistance to business and technical users3. Remote technical and functional assistance to business and technical users