ESSENTIAL FUNCTIONS
➢ 95% - Provides Tier1 service or support through telephone or email to end users in accordance with the service level agreement and escalates to the next level when appropriate.
Manages and triages service requests and incidents effectively by understanding customer needs and meeting service level requirements. Takes inbound calls Resets or configures company network accounts. Documents incidents and resolutions within the call tracking application and provides updates to the knowledgebase where applicable Sends BCP alerts based on impacted sites and locations Process equipment replacement Manages shared mailbox Performs basic troubleshooting for employee needing assistance Process Onboarding and Offboarding requests Performs end-user training as it regards assistance with supported applications Provides first time set up assistance for new hires Sends Alert/Maintenance/Event Notice ➢ 5% - May preform other related duties and responsibilities as assigned and/ or required
REQUIRED EDUCATION AND EXPERIENCE:
1 year or more Technical support or IT Service Desk experience Experience in handling inbound calls Knowledgeable in ITIL standards, have proper understanding of Incident, Change, Problem management and Service Request lifecycle Knowledge in active directory, MS office, Solar Winds, Prognosis, and Service desk ticketing system Strong attention to details Ability to gather information and triage service requests and incidents Can work with minimum supervision Willing to work non-traditional schedules, weekdays off, holidays, split off’s depending on operational needs This is a work on-site position
