Convergence Specialist

Aids end-users: Provides guidance and assistance to end users with basic technology-related issues. Troubleshoots issues: Identifies the source of incidents and issues, including the detection of system, application, or performance degradation or unavailability. Escalates issues to proper resources if a resolution cannot be reached.

Supports Desktop: Basic understanding of current operating systems & file structures. Basic understanding of User permissions and standard network security. Understanding of Operation System updates and management.

Has good problem solving skills: Responsible for making decisions in resolving problems of a technical nature within pre-defined limits. Responds to all inquiries effectively and responsively, deciding upon appropriate follow-up action. Documents troubleshooting steps and results within a ticketing system concisely and in a detailed manner.