Coordinates, diagnoses and troubleshoots incoming end user requests. Provides technical support services to end users either local or remote with problems or issues related to information technology services including but not limited to: applications, workstations, conference rooms, collaboration services, and network services. Provides timely resolution of problems or escalation on behalf of end users to appropriate next level of technical support personnel in alignment with established service level agreements (SLAs). Provides case status updates to management and end users. Supports and maintains effective relationships with end users. Maintains and updates records in tracking databases within established SLAs. Alerts management to emerging trends in incidents, problems, or issues.
Education & Experience
- Requires developing job knowledge/skills.
- Requires a High School Diploma or equivalent and a minimum of 4 years of prior relevant experience or 2 years post-Secondary/Associates Degree with 0 to 2 years of prior related experience.
Diagnoses and troubleshoots end user Requests.
Installation, troubleshoot the hardware or software
Experience with windows 10
Service Level Agreement