Telecommunications Network Help Desk Senior

Description

Under general direction, responds to user complaints to research complex problems associated with the organization's telecommunications networks (voice and/or data). Diagnoses problem source through discussions with users. Coordinates with internal organization support and operations groups and/or with vendors to resolve problems. Follows up with users to ensure problem has been resolved. Develops supporting documentation of all activities. May provide guidance/training for less experienced Help Desk personnel. Requires understanding of technical aspects of telecommunications equipment and systems and vendor capabilities. Typically requires three to four years of Help Desk experience in a telecommunications environment. Under FLSA, incumbents in this position are nonexempt.