The Technical Support Representative, under direct supervision, is responsible for providing support with tier 1 and tier 2 incident resolution, change requests, and how-to requests reported to the IT Employee Helpdesk. The role documents resolutions in the ticketing system including correspondence with the customer, problem analysis, troubleshooting performed and resolution, and ensures proper closure of issues. The role is responsible for day-to-day customer technical support in the end user computing environment and provide initial assessment, triage, research, and resolution of tier 1 and tier 2 incidents and requests regarding the use of application software, hardware and/or infrastructure components.