What Success Looks Like in This Role

• With guidance, performs routine support duties, including:
• Assisting with first‑line user support by guiding users through the necessary steps to restore functionality
• Troubleshooting hardware, software, and connectivity issues using remote access tools
• Escalating complex issues to 2nd and 3rd‑level resolver teams
• Coordinating and fulfilling end‑user service requests, including installation of software and user administrative requests
• Ensures tickets are managed to closure and keeps users/clients updated on status and progress
• Learns and complies with the Service Desk, desktop, peripheral, and related connectivity and security policies and procedures
• Contributes to continuous improvement of the Service Desk knowledge base
• Delivers results in support of the organization’s SLAs
• Assists with special projects as assigned

You Will...