Essential Functions:

Interprets, analyzes, diagnoses, documents, and resolves Level 1 and Level 2 IT issues related to internally supported hardware, peripherals, and software systems.
Responds to Level 1 and Level 2 incoming calls and service tickets to provide technical support and guide end users through step-by-step solutions.
Provides company-wide support through multiple communication channels, including but not limited to in-person, email, chat, phone, and/or remote support tools (e.g., emote Help, Remote Control Viewer, TeamViewer).
Creates incident and/or service request using ServiceNow ticketing system to document user interactions.
Monitors and follows up on open or resolved tickets, scheduled hardware and software upgrades, and tickets escalated to other support teams to ensure timely progress and resolution.
Prioritizes requests and incidents in ticket queues to ensure timely resolution and compliance with service level agreements (SLAs). Follows Incident Management Workflow for ticket routing procedures.
Provides responsive, high-quality customer service to all end users across the organization.
Provides timely ticket status updates to end users throughout incident or request lifecycle.
Performs basic administrative and security tasks for a variety of applications and software, including, but not limited to SharePoint, Microsoft 365, Microsoft Exchange, Genesys, Active Directory, and various applications developed internally.
Diagnoses and solves complex issues for application software, operating systems, and antivirus in real-time.
Assists end users in operating IT equipment.
Provides technical assistance, training, and recommends remedial actions, as needed.
Creates and updates Knowledge Articles ensuring the article has proper formatting, naming conventions, is sufficient to solve the issue, and is not a duplicate.
Documents incident solutions in problem records and Knowledge Articles.
Escalates complex incidents and tickets to specialized IT Teams, as necessary.
Establishes and maintains strong working relationships with various Company departments and team members.
May serve as resource to other team members for technical issue resolution.
Performs other related duties and projects as business needs require at direction of management.

Education and Experience:

High School Diploma or GED.
Formal education in Information Technology a plus.
Minimum three (3) years of experience in applications or IT technical support.
Previous experience supporting enterprise applications, required.

Pay Range: $30.00 to $32.00/ hr

Glidewell Dental

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