Associate Tech Svc Desk

What success looks like in this role:

• With guidance, performs routine support duties, including:

o Assisting with first line user support by guiding users through the necessary steps to restore functionality,

o Troubleshooting hardware, software and connectivity issues using remote access tools

o Escalating complex issues to 2nd and 3rd level resolver teams, and

o 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

You will be successful in this role if you have:

• High School diploma or GED required

• Generally, less than 1 years’ experience in area of responsibility