About the job

Responsibilities

In this position, individuals are responsible for coordinating, diagnosing, and troubleshooting incoming employee calls.

Provides support services to employees with technical problems and information technology issues involving desktop, laptop, or network services from local personnel or from employees using network remote access.
Provides timely resolution of problems or escalation on behalf of the customer to the appropriate technical personnel.
Provides case status updates to management and end users.
Supports and maintains effective relationships with users.
Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.
Responsibilities can have an internal or external client focus.
May involve company-hosted, web-enabled solutions or may include project-based jobs in conjunction with the professional services and outsourcing functions.
Completes daily tasks with strong oversight from management or team leads.
Typically requires at least weekly oversight for individual projects and may contribute to specific tasks on group projects.

Education / Qualifications

Responsibilities