A position at this level serves as a technical expert and/or lead worker assisting the team supervisor providing a full range of on-site and remote technical support and providing technical assistance to staff. Provides technical support to clients by identifying, analyzing, and resolving client issues escalated from other staff, received telephonically, submitted through the helpdesk system, and/or in a field environment. Complexity of issues may vary; however, the more complicated issues are handled at this level. Assists with mentoring and training of staff. Analyzes trends of issue and proactively provides input addressing these problems. May lead project teams and have temporary supervisory responsibilities.
In addition to those identified in the previous levels: Skill in diagnosing and resolving information technology issues. Ability to mentor and provide guidance to other staff.
Associates degree and 2-5 years of information technology support experience. (Substitutions may be allowed.)