Respond to escalated issues from Tier 1 for their respective support function. Provide summarized, complete and accurate details of problem analysis and steps taken to resolve in the incident tracking system. Analyze problem using software tools, system documentation, test systems, and consultation with incident submitter and/or other support team members. Resolve incident, transfer caller, or escalate the incident to a subject matter expert or team for resolution as appropriate. Maintain responsibility for direct contact with the incident submitter until closed or escalated. Monitor trends in problems and questions and seek opportunities to improve support and training processes. Prepare, update, and archive problem resolution content and articles for knowledge base.
Education: Associates degree and 3 years experience or 5 years experience in lieu of a degree required.
Experience/knowledge, Skills and Abilities: Knowledge and experience providing support to customers related to Information Technology and/or other areas of specialized support.
Applicant selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information.
For immediate confidential consideration, please apply online by clicking "Apply Now to Join Our Team."
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Wyle Laboratories is wild about the technical expertise it offers. The firm provides engineering, testing, life cycle management, clinical...