3 – 4 years experience In customer service or a help desk environment; interest in IT field a plus.
Handle Tier 1 help desk escalations through the company's internal ticketing system.
Troubleshoot common IT problems and have a thorough working knowledge of day-to-day operating environment, available tools, and client applications.
Perform basic windows administration such as password resets and file and folder administration.
Basic internet connection troubleshooting.
Escalates more complex technical problems to Technical Support Specialist II or other IT specialists as appropriate.
Follow up on outstanding requests and ensure timely resolution.
Fully document all troubleshooting steps and create knowledgebase articles of resolutions.
Adhere to established IT policies, procedures and standards and ensure their conformance with information systems goals and procedures.
Follow the established standards for documenting tickets, configurations, and standard operating procedures
Responsible for compliance policy adherence, including password management, documentation, maintenance, provisioning access, and data protection procedures.
Help minimize downtime impact on users through accurate communication and efficient problem resolution for unscheduled downtimes.
Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.
Interact with IT management frequently through timely reporting of operational activities, and with all team members on support issues and needs assessments.
