Tier 2 Technical Support Representative

Job Description:

Summary:

Technical support representatives answer incoming phone calls and troubleshoot customer tech problems with computer software and hardware. Installs, modifies, and makes minor repairs to software installations, and provides technical assistance and training to system users by performing the following duties.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Works with vendors on troubleshooting issues to resolve mutual clients.
• Vendor and beta testing
• Works with vendors on testing integrated services, communicates updates, status, and completion to manager/ Help Desk Ticket System.
• Completes monthly DrDirect Reports, monthly Benefit Service Reports, or monthly Trojan Update CD creation
• Special projects or special clients
• Policy and procedure documentation
• Conducts new hire support staff training
• Intranet r...