Job Description: Job Summary Main Accountabilities Handles problems and insures resolution of problems that the first tier of help desk support is unable to resolve. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Utilizes problem management database and help desk system. Provides guidance and/or training to less experience personnel in the help desk section. Qualifications BA/BS in computer science or related discipline or equivalent experience required. Two to four years help desk experience with experience and understanding of MIS environment, including both hardware and software. Maintains currency and highest level of skill in area of expertise. Requires strong communication skills, both verbal and written, analytical skills, organizational skills, ability to work with confidential documents. Requires heavy lifting of PC(s) and peripheral equipment. Demonstrated aptitude towards problem identification, resolution and comprehension and interpretation of technical procedures. Overtime : straight time