ABOUT THE POSITION

The Digital Support Analyst II provides technical support to users. Responds to requests and incidents, conducts operational monitoring and maintenance, and provides documentation and training to ensure users can optimally utilize their hardware and software.

HOW YOU I'LL MAKE A DIFFERENCE

Handles incoming calls in a timely and professional way. Tracks all calls via service desk software. Performs ticket assignment and escalation as required. Performs daily follow-up on open calls that do not show activity. Provides general first-level support. Analyzes problems or issues as they are reported. Provides direct assistance with technical support and other CDT groups as required on problem determination, solution implementation, and thorough documentation of progress and results.

Maintains and executes tasks with a working knowledge of processes and procedures for regulatory controls. Manages production jobs.