Contract
Provides technical assistance, support, and advice to end users
for hardware, software, and systems.
Ensure quality standards and SLAs are followed.
Serves as a contact for level 1
support for users having problems using computer software, hardware, and
operating systems, and escalates as necessary.
Coordinates with co-workers to
research problems and find solutions.
Coordinates with user to
participate in diagnostic procedures or by listening to and following
instructions.
Track every call or email in the
IT ticketing system, currently ServiceNow.
Monitor call center software for
incoming calls and answer promptly.
Suggest update to the
user-training manuals, KB’s, and procedures.
Required Experience
1 to 3 years of help desk experience
Preferred Qualifications
Experience at a similar service desk environmnet
Experience with ServiceNow or similar ticketing system
Skill Required/Desired Amount of Experience Tier 1 Help Desk Experience Required 3.0 Years Able to work in a team environment. Required Experience with ServiceNow or similar ticketing system. Highly desired
