Duties can include tasks such as assigning problem tickets, change requests, and tasks to the appropriate resolver group in Remedy; create problem tickets or change requests from emails submitted to the HHS HELP mailbox in Outlook; follow-up on status of tickets assigned a Critical priority in Helix; and send escalation notification emails to the resolver groups when customers call back, a request, or problem ticket has breached established service levels. Maintain technical expertise on hardware, software, telephony, network configurations, or peripherals using various methods (for example, reviewing technical information, attending training, using self-paced learning, working with other technical support teams, etc.) Monitors call trends to identify and resolve continuing problems or unusual situations.