Reporting to the Asst. Director of Client Services, this position provides tier 2 support in identifying, researching, and resolving challenging technical problems that typically front-line tier 1 support staff are unable to initially resolve. Primary responsibilities include maintenance, and support of imaging and ticketing systems. Responds to telephone calls, email, and ticket-based requests for technical support. Documents, tracks, and monitors issues to ensure timely resolutions. Advanced knowledge of technical concepts, practices, and procedures. May lead and direct the work of others. As a senior position, provides mentoring and assistance to tier 1 support staff, interns, and tech liaisons.
