The Technical Support Senior Representative, under moderate supervision, is responsible for providing support for tier 2 and tier 3 incident resolution, change requests, and how-to requests reported to the IT Employee Helpdesk. The role provides advanced troubleshooting support to internal users for hardware and software utilized by the Company. The role is responsible to manage IT projects and portfolio agenda items at the IT Customer Service Level and provide initial assessment, triage, research, and resolution of tier 2 and tier 3 incidents and requests regarding the use of application software, hardware and/or infrastructure components.