Corsica Technologies

• Classify and triage escalated incidents, problems, and complex requests. • Troubleshoot and resolve escalated incidents to return service to clients as quickly as possible. • Troubleshoot and resolve problems reported by two or more users as quickly as possible. • Manage the impact, risk, and implementation of complex client change requests. • Follow standard operating procedures as documented in the Knowledge Management System. • Assist in creating and updating knowledge articles to be used by other service desk personnel. • Work with the team and escalate as needed with the assistance of management. • Maintain and update system documentation and service ticket records. • Stay up to date on the latest technologies through ongoing education.

• Classify and triage escalated incidents, problems, and complex requests. • Troubleshoot and resolve escalated incidents to return service to clients as quickly as possible. • Troubleshoot and resolve problems reported by two or more users as quickly as possible. • Manage the impact, risk, and implementation of complex client change requests. • Follow standard operating procedures as documented in the Knowledge Management System. • Assist in creating and updating knowledge articles to be used by other service desk personnel. • Maintain and update system documentation and service ticket records. • Participate in an on-call rotation to act as an escalation point for Tier 1 resources outside of normal business hours.