thadeus santos

* Provides first-level Helpdesk services for client problems and support. * Receives and records trouble call ticket information (customer information and problem description) * into the customer service management information system for tier I logging and support. * Provides first-call problem resolution when appropriate. * Works with other team members to resolve problem tickets. * Communicates trouble call status to customer. * Provides status to call center management on mission critical application outages. * Provides Helpdesk support for new systems and special projects. * Uses Knowledge Base component of help desk system to diagnose system malfunctions. * Enters problem resolution information into Helpdesk system, closes the problem, and informs the * customer when the problem is resolved. * May dispatch District field support personnel to customer site. * Performs related duties as assigned.