Typically found in large central departments serving multiple departments or units, this family involves providing day-to-day advanced consultation, training, instruction, and troubleshooting / problem-solving to technical staff and end-users for hardware, software, network and related computer systems, handheld and peripheral devices, and ensures their operation for individuals and groups of computer users. Analyzes, recommends, installs, configures, and evaluates systems and tools for internal and end-user use. Develops and conducts tests of hardware and software and reports on configurations and behavior. Develops and provides technical documentation and training. Assesses needs and recommends hardware and software acquisitions and upgrades.

This is a mid-level support position for problem resolution and providing technical recommendations for more complex problems. The incumbent participates in system administration with appropriate tools such as Microsoft ADUC (Active Directory) console, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix). At this level, assignments may be complex in nature where judgment will be required in problem resolution and training end-users. The incumbent is responsible for maintaining secure and confidential information and must be familiar with specific IT technical policies. The incumbent is responsible for the resolution of technical issues concerning desktop computers, laptops, communication devices, printers, and other peripherals. The incumbent will provide software support and user training on applications for computers, communication devices (iPad, iPhone, Android), and printers. The incumbent will document in detail the request and incident resolution and track hours worked in the help desk ticketing system and provide the customer with status updates. The incumbent must balance his or her technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk and Field Services, providing both phone-based, remote, and onsite customer support. Exercise sound judgment and prioritization and reorganization of customer requests. Incumbents must be flexible with scheduling and willing to work nights and weekends.

Applies professional business / technical support concepts to resolve hardware, software, and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action.