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The Systems Analyst is responsible for analyzing client business applications and assisting Tier III engineers by troubleshooting issues, managing support tickets, and providing customer service. The role includes help desk support, documenting issues, and coordinating with teams to resolve network and system outages.
The Tier I Help Desk Analyst will provide call center support primarily for Intel-based PCs, assisting customers with routine issues such as password resets and workstation unlocking. The role involves analyzing incidents, documenting requests, and escalating complex issues to higher-level support teams.
The Tier III Help Desk Analyst will troubleshoot and resolve advanced software and hardware issues, support users of various operating systems, and collaborate with internal and external tech groups. Responsibilities include monitoring support queues, escalating incidents, and maintaining IT services for the House of Representatives.
The Tier II Help Desk Analyst will provide deskside support for Intel-based PCs and Apple workstations. Responsibilities include diagnosing and remediating workstation issues, application installations, performance tuning, and assisting customers in various capacities. The role involves collaboration with a team and escalation of complex issues to the eBusiness team when necessary.
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