Core Responsibilities

• Provides and coordinates advanced level technical support to address end-user issues such as implementation, configurations, control, maintenance, troubleshooting, security and usage monitoring. 
• Resolves advanced technical troubleshooting issues to ensure end user productivity 
• Provides consultation with clients and key stakeholders on potential technical issues or problems that may affect end user productivity. 
• creates and maintains knowledge-based articles, procedures, and training for support areas and staff. Partners with IT to train staff when necessary 
• Maintains an accurate data inventory regarding advanced end-user issues with the tracking system and according to policies and standards
• Resolves advanced issues elevated from crew with less experience. Determines severity of unresolved issues and escalates issues accordingly. 
• Learns and complies with Information Technolgy and Information Security policies and procedures
• Participates in special projects and performs other duties as assigned. 

Qualifications

• Minimum of five years work experience, with at least two years of technical support experience 
• Undergraduate degree or equivalent combination of training and experience 
• Bonus: AWS Skills/Experience