Serves as front line contact point for Information Technologies customers as part of the 24, 7, 365 IT Service Desk. Provides support to end users on a variety of inquiries and incidents. Identifies, researches, and resolves or routes software and hardware incidents. Responds to telephone calls, email and personnel requests for technical support. Using a service management tool, documents, tracks and monitors incidents to ensure a timely resolution. Essential Duties, Answers service desk telephones and or emails and responds to user inquiries. Creates, routes and maintains incident records, tickets, within a Call Management system, such as MySoft, ServiceNow or other service management tool. Assists the user in resolving incidents by providing guidance regarding software and hardware problems by following call scripts and utilizing Knowledge Base resources. Identifies, evaluates, and prioritizes user incidents and complaints to ensure that inquiries are successfully resolved. Works under minimal supervision to research, troubleshoot, and resolve trouble tickets within established Service Level Agreements. Effectively uses software tools for remote troubleshooting. Work collaboratively with the Sev Runner, Administrator II to properly triage Emergency and High incidents. Works collaboratively with 2nd, 3rd level support teams to ensure that users receive timely service. Follows up with users to ensure that incidents are resolved within the contracted or agreed upon time frame. Assists with defining and documenting Service Desk support procedures as required. Participate in Service Desk Review Step management rotation. Participate in optional training offerings and suggest additional training offerings for the teams benefit. Meets established productivity and time-management standards. Work shifts assigned by Service Desk leadership as required by business needs.
Serves as front line contact point for Information Technologies customers as part of the 24, 7, 365 IT Service Desk. Provides support to end users on a variety of inquiries and incidents. Identifies, researches, and resolves or routes software and hardware incidents. Responds to telephone calls, email and personnel requests for technical support. Using a service management tool, documents, tracks and monitors incidents to ensure a timely resolution. Essential Duties, Answers service desk telephones and or emails and responds to user inquiries. Creates, routes and maintains incident records, tickets, within a Call Management system, such as MySoft, ServiceNow or other service management tool. Assists the user in resolving incidents by providing guidance regarding software and hardware problems by following call scripts and utilizing Knowledge Base resources. Identifies, evaluates, and prioritizes user incidents and complaints to ensure that inquiries are successfully resolved. Works under minimal supervision to research, troubleshoot, and resolve trouble tickets within established Service Level Agreements. Effectively uses software tools for remote troubleshooting. Work collaboratively with the Sev Runner, Administrator II to properly triage Emergency and High incidents. Works collaboratively with 2nd, 3rd level support teams to ensure that users receive timely service. Follows up with users to ensure that incidents are resolved within the contracted or agreed upon time frame. Assists with defining and documenting Service Desk support procedures as required. Participate in Service Desk Review Step management rotation. Participate in optional training offerings and suggest additional training offerings for the teams benefit. Meets established productivity and time-management standards. Work shifts assigned by Service Desk leadership as required by business needs.
High School Equivalent / GED Associated Degree with an interest in Information Technology preferred.