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AIT - Arctic Information Technology, Inc Overview: JOB SUMMARY: Provide technical support to clients by troubleshooting applications, systems access, resolving hardware, software and network related issues. Utilize pre-defined call and ticket management procedures to identify, resolve, or escalate issues to the End User Support Technician Tier 3 and the Technical Account Manager. Document and monitor service requests to ensure the issue resolution meets or exceeds the service level standard. Provide guidance on basic technical topics to Tier 1 technicians. Provide onsite technical support to the client when requested by the Client Technology Manager. Responsibilities: ESSENTIAL FUNCTIONS: Provide troubleshooting and resolution for workstation, server, and communications software and hardware issues Open, update, track, and close tickets in the ticket management system with minimal assistance from the Tier 3 technician and the Technical Account Manager Create...