What success looks like in this role

• Assists with first line user support by guiding users through the necessary steps to restore functionality
• Troubleshooting hardware, software and connectivity issues using remote access tools
• Escalating complex issues to 2nd and 3rd level resolver teams
• Coordinating and fulfilling end-user service requests including installation of software and user administrative related requests
• Ensures tickets are managed to closure and keeps users/clients updated on status and progress
• Learns and complies with the Service Desk, desktop, peripheral and related connectivity and security policies and procedures
• Contributes to continuous improvement of the Service Desk knowledge base
• Delivers results in support of the organization’s SLAs
• Assists with special projects as assigned

Qualifications

High School diploma or GED required. ...