**I. Job Summary**

Under minimal supervision, configures and installs complex software for IT users' desktops and mobile devices. Provides advanced technical support for software and hardware of end-user computing. Provides advanced troubleshooting to readily identify complex or ambiguous problems and/or technical issues and escalates/delegates to appropriate staff for resolution.

**II. Essential Duties and Responsibilities**

+ Processes complex help desk tickets passed on from ITSC. Provides complex functional support of applications, isolates issues and distributes ticket to the appropriate team for resolution.
+ Isolates difficult or ambiguous issues by reproducing the incident, identifying invalid data within the database, and/or tracing transactions through infrastructure to identify failure point.
+ Provides data mining, writing specifications for development fixes and configuration of hardware and software.
+ Creates DB scripts to correct inva...