Under general supervision, provides Tier 1/2 level support to the user community on hardware, software and network related problems, questions and/or issues. Troubleshoots and determines problems for operating systems, applications and remote access, email and telephone and wireless issues. Responsible for network and email account provisioning and management, as well as, wireless mobility problems, issues or request. Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team. Responsible for opening, tracking and closing trouble tickets. Ensures problem ownership and promotes end-user satisfaction. Must possess an advanced technical skill and knowledge in computer hardware and software as well as networking systems in use at customer sites. Requires experience and knowledge of installation, configuration and troubleshooting of applications. Must have basic knowledge of help desk call tracking management systems. Requires strong communication and excellent customer service skills.
US-Tinker Air Force Base-OK-OKLAHOMA CITY