Job Description

Job Description & Responsibilities :

• Provide technical support via phone, email, and in-person.
• Troubleshoot and resolve hardware and software issues, including desktops, laptops, printers, and mobile devices.
• Set up and configure in-person and virtual meetings.
• Utilize ServiceNow ticketing system to log, track, and prioritize support requests.
• Install, configure, and maintain various software.
• Assist users with password resets, account set ups, and access permissions.
• Collaborate with other IT teams to resolve complex issues.
• Maintain documentation of procedures, configurations, and troubleshooting steps.
• Stay up to date on the latest technological advances.
• Respond to customer support requests
• Maintain professional customer service to clients.
• Providing Tier I level support of client products and services, including but not limited to:
• Operating system functionality
• Software installation and troubleshooting
• VoIP configuration and support
• E-mail configuration and support
• Mobile Device Management
• Malware/virus detection and removal
• Workstation and peripheral diagnostics and support
• Single user network access and troubleshooting
• Escalate customer issues through the proper channels.
• Open and manage cases according to defined severities and case priorities
• Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.
• Keep open communication on all issues until resolved or turned over to another resource.
• Be held accountable for measurable objectives including average talk time, first call resolution, interactions worked among others.
• Attend ongoing training sessions in core areas of the business.

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