Found Description
What Success Looks Like in This Role
- With guidance, performs routine support duties, including:
- Assisting 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 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