NewTravel Nurse RN - Medical-Surgical - $1,936 to $2,164 per week in Baltimore, MD TravelNurseSourceTravel Nurse RN - Medical-Surgical - $1,936 to $2,164 per week in Baltimore, MDBaltimore, MD$1,936.30–$2,164.10Exact pay and benefits package will be negotiated with Prime Time Healthcare and may vary with several factors including but not limited to, guaranteed hours, travel distance, demand, eligibility, etc. As an integral part of our team, you'll collaborate closely with fellow healthcare professionals, ensuring every patient receives the highest level of care possible.
Repair Specialist SafeliteRepair SpecialistFrederick, MD$22.75Learn to repair vehicle glass (in the classroom and hands on) with a focus on the Safelite Way of Fitting under the guidance of experienced technicians and Safelite leaders. • Manage work orders, customer documentation and customer communication through the Safelite handheld Mobile Resource Management (MRM) technology.
Peak Seasonal Repair Specialist SafelitePeak Seasonal Repair SpecialistFrederick, MD$22.75Learn to repair vehicle glass (in the classroom and hands on) with a focus on the Safelite Way of Fitting under the guidance of experienced technicians and Safelite leaders. • Manage work orders, customer documentation and customer communication through the Safelite handheld Mobile Resource Management (MRM) technology.
Medical Support Specialist Evergreen Family HealthMedical Support SpecialistEssex, MarylandThe Medical Support Specialist serves as the primary point of contact for patients and callers by managing incoming telephone communications for the medical practice. This position requires excellent customer service, strong communication skills, attention to detail, and the ability to multitask in a fast-paced healthcare environment.
Sr Cross Domain Support (CDS) CDTAB/DSAWG Support Specialist AGE SolutionsSr Cross Domain Support (CDS) CDTAB/DSAWG Support SpecialistFort Meade, MDExpert level knowledge and experience as a technical expert providing technical direction, interpretation, and alternatives in areas such as but not limited to; Information Systems Architecture, Telecommunications Systems Design, Architecture, Implementation, Information Systems Integration, Software Development Methodologies, Security Engineering, Communications and Network Systems Management. Expert level knowledge in guiding the successful completion of major programs and may function in a project leadership role Proven ability to prepare and present technical documentation, strategic briefings, and governance materials for senior-level DoD boards (e.g., CDTAB, DSAWG, IRSMC).
Senior Program Specialist, Occupational Health Services - Medical Claims Marriott International IncSenior Program Specialist, Occupational Health Services - Medical ClaimsBethesda, MDProgram Specialist, Occupational Health Services (OHS) - Medical Only supports Marriott's OHS and Risk Management operations by coordinating medical-only claim activity, maintaining accurate claim documentation, supporting timely communication with associates, providers, properties, claim partners, and internal stakeholders, and helping ensure consistent claim handling across the organization. Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, paid parental leave and educational assistance.
Colorectal Surgery Medical Office Specialist Mercy Medical Center IncColorectal Surgery Medical Office SpecialistLutherville, MDMercy Medical Center is honored to be recognized by Newsweek as one of America's Most Trustworthy Companies for three consecutive years (2023-2025) and as one of America's Greatest Workplaces for Women in 2025. Knowledge, Skills and Abilities: Computer proficiency and technical aptitude with the ability to utilize one or more of the following: Microsoft Word, Power Point, Excel.
Medical Office Specialist Mercy Medical Center IncMedical Office SpecialistReisterstown, MDMercy Medical Center is honored to be recognized by Newsweek as one of America's Most Trustworthy Companies for three consecutive years (2023-2025) and as one of America's Greatest Workplaces for Women in 2025. Every employee is expected to support the goals and mission of Mercy Medical Center, in particular the commitment to providing all patients easy access to high quality care, service and value.
Medical Collections Specialist MedVanta Interco, LLC.Medical Collections SpecialistBethesda, MD$21 / hourPart timeThis is a critical role that requires expertise in managing delinquent patient accounts, preparing collection reports, and coordinating with both internal teams and external collection agencies. Our services are specifically designed for musculoskeletal (MSK) providers and go beyond that of a traditional MSO, empowering our clients with the precise infrastructure, data, technology, and administrative processes needed to thrive both today and tomorrow.
Medical Collections Specialist MedVanta CareersMedical Collections SpecialistBethesda, MarylandThis is a critical role that requires expertise in managing delinquent patient accounts, preparing collection reports, and coordinating with both internal teams and external collection agencies. Our services are specifically designed for musculoskeletal (MSK) providers and go beyond that of a traditional MSO, empowering our clients with the precise infrastructure, data, technology, and administrative processes needed to thrive both today and tomorrow.
Medical Billing Specialist Erickson Senior LivingMedical Billing SpecialistBaltimore, MD$23–$25 / hourWhat you will need: Minimum of 2 years of healthcare accounts receivable third-party billing experience, including billing, collections, cash posting, or other revenue cycle-related functions. As an Medical Billing Specialist, your drive for accuracy directly supports our ability to deliver high quality care to residents and maintain strong relationships with payers and families.
Certified Medical Assistant - Immunization Specialist Baltimore Medical System IncCertified Medical Assistant - Immunization SpecialistBaltimore, MDMust pass BMS Immunization Course, BMS Medication Course, Complete VFC training program Graduate/certificate of completion from an accredited medical assistant program Current CPR certification from the American Heart Association or American Red Cross Requires one of the following Certifications: • RMA administered by American Medical Technologists (AMT) • CMA administered by American Association of Medication Assistants (AAMA) • CCMA administered by National Healthcare Association (NHA) • NCMA administered by National Center for Competency Testing (NCCT) • MAC administered by American Medical Certification Association (AMCA). The Immunization Specialist (IS) is responsible for the vaccine program and performs all functions associated with the following for vaccines and medications: • storage and handling • temperature monitoring and actions to address excursions • ordering and reconciliation • reporting wastage • documentation and EHR system uploads • movement and transfer.
Sales Support Specialist - VIRTUAL iMPact Business GroupSales Support Specialist - VIRTUALAnnapolis, MDRemoteDetermine charges for services requested, collaborate with Corporate Accounts Receivable for collection payments, and/or arrange for billing. Engage, interact, and respond in a prompt, accurate, courteous, and poised manner to encourage positive business relationships.
NewPeer Support Specialist WellpathPeer Support SpecialistSalisbury, MarylandFull timeWellpath sees hundreds of thousands of unique individuals in their facilities month over month and a very large percent of those individuals receive direct clinical care, which includes lives saved by Narcan. For those whose calling it is to serve others, now is your moment to join our mission to provide quality care to every patient with compassion, collaboration, and innovation, to live our mantra to “Always Do The Right Thing!”, and to collectively do our part to heal the world, one patient at a time.
Medical Billing & Collections Specialist Globus Medical IncMedical Billing & Collections SpecialistColumbia, MDPosition Summary: As a Medical Billing and Collections Specialist with NuVasive Clinical Services, you will provide administrative support in the billing and collections function of the medical revenue cycle process. IOM technology gives those in the operating room real-time insight into the nervous system, which can help surgeons reduce surgical risk by providing critical information and alerts throughout the procedure.
Program Support Specialist I Think Tank, Inc.Program Support Specialist ISilver Spring, MDRemoteContractorWorking with minimal supervision, this position supports the effective execution of complex engineering and operational programs by assisting with coordination, documentation, reporting, and day-to-day program support functions. The Program Support Specialist I will provide experienced administrative and technical support to engineering, logistics, and program management activities in support of the NOAA.
Program Support Specialist II Think Tank, Inc.Program Support Specialist IISilver Spring, MDRemoteContractorWorking with minimal supervision, this position supports the effective execution of complex engineering and operational programs by assisting with coordination, documentation, reporting, and day-to-day program support functions. The Program Support Specialist II will provide experienced administrative and technical support to engineering, logistics, and program management activities in support of the NOAA.
Licensed Customer Service & Support Specialist Supervisor - PNC Wealth Management The PNC Financial Services Group IncLicensed Customer Service & Support Specialist Supervisor - PNC Wealth ManagementMD$49,500–$115,500 / yearPNC Employees take pride in our reputation and to continue building upon that we expect our employees to be: Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions. In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.
NewIT Field Support Specialist (HT1) (Government) AT&T IncIT Field Support Specialist (HT1) (Government)Columbia, MD$47,600–$72,000 / yearInfrastructure Maintenance: Maintain and support government and/or vendor-manufactured fiber optic modems, multiplexers, fiber optic/Ethernet cables, and telephone systems to ensure robust and reliable connectivity. This position provides advanced (Tier 2 and 3) on-site and remote support for a wide range of IT equipment and infrastructure, ensuring our customers remain connected, productive, and secure.
Bilingual Clinical Support Specialist Vheda HealthBilingual Clinical Support SpecialistColumbia, MarylandRemoteAs a Remote Clinical Support Specialist, you will receive real-time data through remote patient monitoring devices and be fully supported by our online platform, ensuring the highest adherence to care plans. We are seeking candidates who leverage their clinical knowledge and critical thinking skills to triage effectively, delegate tasks, identify risks, and close gaps in care.
Video Field Support Specialist (HT1) (Government) AT&T IncVideo Field Support Specialist (HT1) (Government)Columbia, MD$47,600–$72,000 / yearInfrastructure Maintenance: Maintain and support government and/or vendor-manufactured fiber optic modems, multiplexers, fiber optic/Ethernet cables, and telephone systems to ensure robust and reliable connectivity. This position provides advanced (Tier 2 and 3) on-site and remote support for a wide range of IT equipment and infrastructure, ensuring our customers remain connected, productive, and secure.
Medical Coding Specialist Johns Hopkins Medical Management CorporationMedical Coding SpecialistMiddle river, MDRemote$26–$30 / hourCore Coding Focus: This role involves professional fee coding in a physician-based environment and includes work with CPT coding, ICD-10-CM diagnosis coding, HCPCS coding as applicable, Evaluation & Management (E/M) leveling, and physician documentation review to support accurate, compliant coding and appropriate reimbursement. Note: This is a single position that may be listed under different titles to reflect common industry search terms, including Medical Coding Specialist, Physician Coding Specialist, Clinical Coding Specialist, Medical Coder, or Coding Specialist.
Recovery Support Specialist Recovery Centers of AmericaRecovery Support SpecialistWaldorf, MDReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions: Monitors patient activities, provides security checks throughout shift, completes documentation to include, but not limited to, rounds sheets and End of Shift reports; records patient behavior. We know one size doesn't fit all when it comes to addiction treatment; that's why we tailor our treatment for each patient and offer specialized programs for patients with trauma and multiple recurrences, as well as programs for older adults, first responders, and more.
Recovery Support Specialist - 1st shift Weekends Recovery Centers of AmericaRecovery Support Specialist - 1st shift WeekendsWaldorf, MDResponsibilities include, but is not limited to, supporting patients in daily activities, leading patients in educational and recreational activities, facilitating psychoeducational and recovery-oriented programming, assisting with crisis intervention and de-escalation, monitoring patient behavior and safety, and contributing to a structured, trauma-informed treatment environment. KEY RESPONSIBILITIES: Monitors patient activities, provides security/safety checks throughout shift, completes documentation to include, but not limited to, rounds sheets, therapeutic activities notes, and End of Shift reports; records patient behavior.
Recovery Support Specialist - 2nd Shift Weekends Recovery Centers of AmericaRecovery Support Specialist - 2nd Shift WeekendsWaldorf, MDResponsibilities include, but is not limited to, supporting patients in daily activities, leading patients in educational and recreational activities, facilitating psychoeducational and recovery-oriented programming, assisting with crisis intervention and de-escalation, monitoring patient behavior and safety, and contributing to a structured, trauma-informed treatment environment. KEY RESPONSIBILITIES: Monitors patient activities, provides security/safety checks throughout shift, completes documentation to include, but not limited to, rounds sheets, therapeutic activities notes, and End of Shift reports; records patient behavior.
Client Support & Administrative Specialist - Remote ProvidenceinhomecareserviceClient Support & Administrative Specialist - RemoteGaithersburg, MDRemote$22–$30 / hourPROVIDENCE IN-HOME CARE SERVICE is committed to delivering compassionate, personalized, and high-quality home care services that empower individuals to live safely and independently in the comfort of their own homes. PROVIDENCE IN-HOME CARE SERVICE is seeking a compassionate, highly organized, and customer-focused Client Support & Administrative Specialist to join our remote administrative team.
Peer Support Specialist Wellpath IncPeer Support SpecialistFrederick, MDTuition Assistance and dependent Scholarships• Employee Assistance Program (EAP) including free counseling and health coaching• Company paid life insurance• Tax free Health Spending Accounts (HSA)• Wellness program featuring fitness memberships and product discounts• Preferred banking partnership and discounted rates for home and auto loans. Wellpath sees hundreds of thousands of unique individuals in their facilities month over month and a very large percent of those individuals receive direct clinical care, which includes lives saved by Narcan.
FAMILY SUPPORT SPECIALIST PARENTS AS TEACHERS Sinai Hospital of BaltimoreFAMILY SUPPORT SPECIALIST PARENTS AS TEACHERSBaltimore, MDFAMILY SUPPORT SPECIALIST PARENTS AS TEACHERS in Baltimore, MD - LifeBridge Health Career Site FAMILY SUPPORT SPECIALIST PARENTS AS TEACHERS in Baltimore, MD - LifeBridge Health Career Site Save Job Saved. Parent Educators utilize the nationally recognized "Parents as Teachers" curriculum to deliver quality home-based early childhood education, developmentally age-appropriate resources and effective child -parent interaction techniques.
IT Support Specialist CymertekIT Support SpecialistAnnapolis JunctionHelp Desk Technician, Technical Support Analyst, Desktop Support Specialist, Systems Support Specialist, Network Support Technician, IT Technician, User Support Specialist, Application Support Analyst, Technical Support Specialist, IT Help Desk Analyst, IT Service Desk Specialist, etc. Information Technology, Computer Science, Network Administration, Cybersecurity, Information Systems, Computer Engineering, Software Development, Data Science, Systems Administration, Telecommunications, Cloud Computing, etc.
Med Onc Medical Office Specialist Mercy Medical Center IncMed Onc Medical Office SpecialistMDMercy Medical Center is honored to be recognized by Newsweek as one of America's Most Trustworthy Companies for three consecutive years (2023-2025) and as one of America's Greatest Workplaces for Women in 2025. Every employee is expected to support the goals and mission of Mercy Medical Center, in particular the commitment to providing all patients easy access to high quality care, service and value.
Mid TCI Analytical Support (CI Specialist) PRESCIENT EDGE CORPORATIONMid TCI Analytical Support (CI Specialist)MDTechnical CI Analytical Support (CI Specialist) Benefits: At Prescient Edge, we believe that acting with integrity and serving our employees is the key to everyones success. To that end, we provide employees with a best-in-class benefits package that includes: • A competitive salary with performance bonus opportunities.
Sr. Signature Reduction (SR) for Classified Operations Support (CI Specialist) PRESCIENT EDGE CORPORATIONSr. Signature Reduction (SR) for Classified Operations Support (CI Specialist)MDBenefits: At Prescient Edge, we believe that acting with integrity and serving our employees is the key to everyones success. Signature Reduction (SR) for Classified Operations Support (CI Specialist) to support a federal government client.
GEOINT Technical Field Support Specialist (Onsite) RTXGEOINT Technical Field Support Specialist (Onsite)Savage, MarylandDuties include, but are not limited to, server management (software and hardware); storage management (logical and physical); cross platform authentication and access management; data backup and restoration; software and license configuration; and workstation support. Of course, that wouldn’t be possible without the capabilities and technologies of our organization, as well as our engineers – a highly skilled, accomplished network that spans more than 180 sites, 24 countries and 6 Strategic Business Units (SBUs).
Mid TCI Operations Support (CI Specialist) PRESCIENT EDGE CORPORATIONMid TCI Operations Support (CI Specialist)MDTechnical CI (TCI) Operations Support (CI Specialist) Benefits: At Prescient Edge, we believe that acting with integrity and serving our employees is the key to everyones success. To that end, we provide employees with a best-in-class benefits package that includes: • A competitive salary with performance bonus opportunities.
System Support Specialist 1 Becton Dickinson and CoSystem Support Specialist 1MD$66,700–$106,700 / yearWaters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. The SSS1 works under general direction and collaborates closely with Field Service, Engineering subject matter experts (SMEs), Quality, Manufacturing and R&D partners to investigate issues, analyze performance data and support sustaining and continuous improvement initiatives.
System Support Automation Specialist - COR Becton Dickinson and CoSystem Support Automation Specialist - CORMDWaters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. Conduct comprehensive, data-driven root cause investigations to proactively identify, troubleshoot, and resolve issues in complex automated laboratory systems, ensuring sustained performance and reliability for customers.
Specialist, Medical Affairs Becton Dickinson and CoSpecialist, Medical AffairsSparks, MD$75,800–$121,300 / yearWaters collaborates with analytical laboratories around the world to advance the release of effective, high-quality medicines, assure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combatting growing antibiotic resistance. This role provides insight on intended use, laboratory workflows, and patient impact/clinical unmet needs to help ensure alignment with real-world clinical practice while partnering with other Medical Affairs functions, as well as R&D, Quality, Regulatory, and Commercial teams.
Customer Support Specialist / Cashier / Receptionist - F/T - Denton Chevy HERTRICH Family of Automobile DealershipsCustomer Support Specialist / Cashier / Receptionist - F/T - Denton ChevyDenton, MD$15–$19 / hourFull timeIf you enjoy working with people, handling calls, and being part of a fast-paced team, this is a great opportunity to build a long-term career with room for advancement . The Hertrich Family of Dealerships is hiring a Full-Time Customer Support Specialist / Receptionist to support our busy dealership operations.
Field Support Specialist Columbia Technology PartnersField Support SpecialistAnnapolis Junction, MD$7,000–$20,000 / yearFull timeWith a proven track record in information security, project management, systems/network engineering, security risk management, vulnerability assessments, and mobile security implementation; our employees have the experience, expertise, and innovative thinking our customers need for results that exceed expectations. Founded in 2007, Columbia Technology Partners is Woman-Owned, Service-Disabled Veteran Owned Small Business with a specialization in technology and management consulting committed to solving intricate and sensitive technology issues facing corporations and federal agencies.
IT Field Support Specialist T-Rex Solutions LLCIT Field Support SpecialistColumbia, MD$40,000–$60,000 / yearInfrastructure Maintenance: Maintain and support government and/or vendor-manufactured fiber optic modems, multiplexers, fiber optic/Ethernet cables, and telephone systems to ensure robust and reliable connectivity. T-Rex offers both IT and professional services to numerous Federal agencies and is a leader in providing high quality and innovative solutions in the areas of Cloud and Infrastructure Services, Cyber Security, and Big Data Engineering.
Peer Support Specialist AFFILIATED SANTE GROUPPeer Support SpecialistSilver Spring, MD$46,000–$48,000 / yearUtilizing their lived experience of mental health recovery, the Peer Support Specialist provides hope, encouragement, mentoring, advocacy, and practical support to adolescents and young adults experiencing a first episode of psychosis. We have a passion for providing empathetic and potentially life-saving care to help individuals heal, recover, and thrive, as well as live their lives in a manner that allows them to fully integrate in the community.
NewTechnical IT Support Specialist - Staff (Job 1406) DLHTechnical IT Support Specialist - Staff (Job 1406)Bethesda, MarylandOur experts in public health, performance evaluation, and health operations solve the complex problems faced by civilian and military customers alike by leveraging advanced tools – including digital transformation, artificial intelligence, data analytics, cloud enablement, modeling, and simulation, and more. Using an IT ticket system, responsible for receiving and tracking trouble tickets, updating open tickets appropriately with actions/steps taken; working them to completion and/or re-assigning them to a technical specialist for action, and closing out with the customer and in the ticketing system.
Support Services Specialist (OA) NF-04 Department of the ArmySupport Services Specialist (OA) NF-04Aberdeen Proving Ground, MD$70,000–$80,000 / yearGVMP employees work closely with both Military Veterinary Medical Officers and civilian Veterinarians to provide quality healthcare to privately owned animals and deliver the highest level of customer service while adhering to federal and state guidelines and regulations. Army NAF employment can provide a sense of pride and fulfillment, as youll be supporting communities comprised of military and civilian personnel, and their families, which contributes to the Department of Defenses overall mission.
Sr Clinical Support Specialist Johns Hopkins HospitalSr Clinical Support SpecialistBaltimore, MDWe are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices. In this front-line leadership role, you'll coordinate nursing schedules, assist with onboarding new team members, and serve as a system expert for scheduling workflows.
Body Shop Customer Support Specialist - Salisbury Collision HERTRICH Family of Automobile DealershipsBody Shop Customer Support Specialist - Salisbury CollisionSalisbury, MD$15–$18 / hourFull timeIf you enjoy helping customers, staying organized, and working in a fast-moving environment-this is a great opportunity to build a stable, long-term career with one of the largest automotive groups on the Eastern Shore. We are a third-generation, family-owned company representing 24 dealerships, 15 collision centers, and 18 automotive brands , proudly supporting over 90 local charities and organizations .
IT Support Specialist Baltimore Country ClubIT Support SpecialistMDOther responsibilities include preparing for meetings and presentations where projectors and audiovisual equipment are needed, assisting with conference calls, and performing general maintenance and repairs to technology equipment. Tasks include setting up new hires with desktop computers and printers, providing access to shared files and printers, and configuring email accounts.
HV Training and Technical Support Specialist (Remote) SOLV Energy LLCHV Training and Technical Support Specialist (Remote)MDRemote$113,100–$141,375 / yearIn addition, candidate introductions or resumes can only be submitted to our internal talent acquisition recruiting team if a signed vendor agreement is already on file and the third-party recruiter or agency has received formal instructions from our internal talent acquisition team to submit candidates for a particular job posting. Any unsolicited candidate introductions, referrals or resumes sent by third-party recruiters to SOLV Energy or directly to any of our employees, or received through our website or career portal, will be considered property of SOLV Energy and will not be eligible for a placement fee.
Post Closing Support Specialist Capital Bancorp IncPost Closing Support SpecialistRockville, MD$25–$34 / hourWe offer commercial and consumer banking services to clients primarily in Maryland, DC, and Northern Virginia, alongside two nation-wide lending brands; Capital Bank Home Loans and OpenSky, a credit card division that offers and services credit cards across all states. The Post-Closing Operations Support Specialist plays a critical role in ensuring mortgage loan files are accurately reviewed, prepared, and delivered to investors in a timely manner.
NewIT Support Specialist Vireo HealthIT Support SpecialistMassey, MDFull timeAdministrate and provides Level 1 and 2 support for incidents (problem/issues) or service requests related to Office 365 suite (Office Apps, SharePoint/OneDrive, Teams, User Administration, Azure, AD, DC, Servers). Whether you’re cultivating the highest-quality plants, crafting cutting-edge products, or shaping unforgettable customer experiences, you’ll be part of something bigger.
NewIT Support Specialist - Internal Posting Cecil CollegeIT Support Specialist - Internal PostingNorth East, MDThe IT Support Specialist provides technical assistance and support to faculty, staff, administrators, students, and others in the resolution of reported computer or related technical problems or issues; troubleshoots user accounts, validates assigned software licenses, and responds to issues via the work order tracking system; receives, diagnoses, and provides immediate solutions for hardware, software and user, network, and security access issues; ensures quality customer service to users and follow-up on reported problems; maintains awareness of the full range of information technology (IT) services and products and escalates issues that cannot be resolved at the help desk level; and performs related duties as assigned. Serves as the initial point of contact for customers seeking technical assistance over the phone, email, or work order system; uses diagnostic techniques, asking pertinent questions and offering remote desktop assistance; determines severity of the issue and the best solution based on the situation; resolves or refers to appropriate technical staff; explains the problem-solving process to the customer, and as appropriate, guides users in resolving problems.