Description: Responsible for Tier I software and hardware support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application, hardware and software problems. Education: Associates or Bachelors Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience. Experience: Typically has 1 to 2 years of IT work experience in computer systems or support with demonstrated working knowledge of basic hardware and software products and problem-solving/troubleshooting skills. Complexity: Learner/entry level role. Provides Tier 1 support of low to medium complexity. Functions, somewhat independently, under general direction of more senior customer service representatives, supervisors or managers. Generally follows documented procedures and checklists.