GENERAL OBJECTIVES: • Under direction of Helpdesk staff, investigates and resolves software and hardware problems of computer users by performing the following duties. • Under direction of Managers or Analysts, assist end users in training, testing, troubleshooting issues and coordinating tasks. PRIMARY DUTIES AND RESPONSIBILITIES • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. • Interviews users to collect information about problem and leads user through diagnostic procedures to determine source of error. • Perform rootcause analysis in addressing various issues and works with IT Consultion to resolve. • Installs personal computers, software, and peripheral equipment. • Performs other duties as assigned.