Assoc Tech Svc Desk

Responsibilities

• 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 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 continues improvement of the Service Desk knowledge base
• Delivers results in support of the organizations SLAs
• Assists with special projects as assigned

Qualifi...