All duties performed under direct supervision of IT Service Desk Lead(s), IT Onsite Service Manager(s) and AVP Information Systems.
Receive service requests from users who have problems or questions using computer hardware, software, telecommunications, mobile devices and network access.
Resolve tier 1 service requests such as basic desktop operating system and application issues, system sign-on resets and invalid password resets.
Route unresolved service requests to IT Service Desk Analyst if further action is required.
Accurately log, verify and maintain status of all service requests and close the request when completed to the expectations of the user.
Inform AVP Information Systems of any major hardware or software issues/problems.
Recognize and report all suspected computer related security incidents immediately to the Information Security team per current security incident response procedures.
Work with IT Service Desk Lead(s) to learn and improve basic tier 1 service functions and responsibilities.
Work with IT Onsite Service Manager(s) to learn and improve specific tier 1 service requirements and responsibilities for the individual companies serviced by IT Shared Services.
Experience
Associates Degree in Computer Science or related field preferred.
Equivalent combination of education, training and experience will be considered.
