Primary Responsibilities:Understand technology functionality, standard operating procedures, common issues, and solutionsMaintain up-to-date knowledge about deployed technologies and how they affect the businessEmpathize with end-user needs and provide technology guidanceStay current on technology trendsProvide reliable and consistent serviceAct as advocate for customerAnticipate, identify, and address needsComply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do soRequired Qualifications: Undergraduate degree or equivalent experience2+ years of experience in a Customer Service Support or IT Service Desk environmentIn-depth knowledge and hands-on experience supporting various applications and/or IT Service Desk tools and systemsBasic knowledge of theories, practices and procedures in a function or skillProven ability to perform routine or structured workProven ability to respond to routine or standard requestsProven ability to use existing procedures and facts to solve routine problems or conduct routine analysesProven ability to depend on others for instruction, guidance, or direction Personal Attributes: Good understanding of the organization's goals and objectivesSolid interpersonal, written, and oral communication skillsAble to conduct research into security issues and productsAbility to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situationsAbility to present ideas in a friendly mannerSolid stakeholder service orientation