**Job Track Description:** + Performs tasks based on established procedures. + Uses data organizing and coordination skills to perform business support or technical work. + Requires vocational training, certifications, licensures, or equivalent experience. **General Profile** + Expands skills within an analytical or operational process. + Maintains appropriate licenses, training, and certifications. + Applies experience and skills to complete assigned work. + Works within established procedures and practices. + Works with a moderate degree of supervision. **Functional Knowledge** + Has developed skillset in a range of processes, procedures, and systems. **Business Expertise** + Understanding of how teams integrate and work best together to support the achievement of company goals. **Impact** + Impacts a team, by example, through the quality service and information provided + Follows standardized procedures and practices with moderate supervision and guidance. **Leadership** + Has no supervisory responsibilities. + Manages own workload. **Problem Solving** + Uses existing procedures to solve standard problems without supervisory approval. **Interpersonal Skills** + Exchanges information and ideas effectively. **Responsibility Statements** + Logs all incident and service request details. + Categorizes and prioritizes codes. + Provides customer service resolution for operational and service-related incidents. + Routes incidents and service requests that cannot be immediately handled. + Manages requests and incident reports from customers. + Determines which CIs are involved in the incident. + Delivers courteous services and is responsible for end-user requests. + Resolves or escalates incidents and requests, as needed. + Updates and validates all incident information. + Obtains additional information from the requester and end-users. + Ensures that incidents are resolved and closed. + Performs other duties as assigned. + Complies with all policies and standards.