In addition to the responsibilities listed below, this position is responsible for mentoring lower level staff, providing guidance during more complex issues as they are discovered, providing assistance for managing the team ticket queue(s) to the lead/supervisor by making ticket assignment and having conversations, providing hands and eyes for servers support, partnering with HP and IBM for resolution, and providing consultation and vendor coordination for projects/work relating to desktop and infrastructure.

Some of the unique challenges this position will face include working with business units or vendors to resolve complex issues with software related to the desktops / peripherals and providing hands and eyes for servers support, partnering with HP and IBM for resolution. This position may also require before/after hours support.

• Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; collaborating cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities.


• Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others and managers; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback.


• Provides first and second level support to resolve difficult, complex, and sensitive problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).


• Resolves highly complex problems and provides support to others.


• Supports and assists with troubleshooting efforts in conjunction with customer to identify highly complex problems.


• Assists with efforts to analyze and prioritize incoming requests and alerts.


• Identifies highly complex problems and escalates to senior staff for prioritization.


• Follows procedures for incident escalation and notification to leadership.


• Follows and facilitates the development of standard operating procedures.


• Facilitates the tracking and development of documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.


• Facilitates efforts to meet key performance indicators (e.g., performance, availability, capacity).


• Supports and assists with the documentation of workarounds for problem records and changes to proactive processes.


• Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new technology.


• Facilitates the knowledge repository for highly complex technical support.


• Supports and assists with the execution of disaster recovery and business continuity processes and events.