FOR USE BY UAB IT ONLY: To provide accurate and timely IT Client support and services to supported UAB administrators, faculty, staff, and students to include incident resolution and request fulfilment of a moderate to complex nature. To receive, prioritize, document, and actively resolve IT Client service requests and to escalate incidents when considered appropriate and necessary to maintain service-level agreement (SLA) expectations. To restore service and/or identify and correct core problems by interacting with network services, software systems engineering and/or applications development. To simulate or recreate user problems to resolve operating difficulties and to recommend systems modifications to reduce user problems. To perform restorative and maintenance actions for hardware, software, network, and operating system issues on supported desktop, laptop, peripheral and other equipment to ensure customer productivity. To deliver service using remote tools or at the customer's location, to resolve issues using basic troubleshooting and technical skills, and to perform defined processes and adhere to standard operating procedures. To maintain accurate information and data regarding incident and request response within the IT service management (ITSM) tool. To provide guidance and training to less experienced technicians. To perform continual service improvement, and to provide assistance to the IT Client Support Supervisors. This position will commit to fostering an environment of heightened security following Information Technology Security Policies and participating in security training, such as Health Insurance Portability & Accountability Act (HIPAA) and Family Education Rights and Privacy Act (FERPA), on an annual basis.

RESPONSIBILITIES:

1. Responds to incidents for supported IT Clients and systems. Researches and attempts remote resolution, and performs onsite troubleshooting and repair if remote resolution is not possible. Escalates incidents to the next level as required, while maintaining ownership of the incident through resolution.

• Ability to problem-solve
• Ability to train others
• Troubleshooting skills