Provide first-level technical support to team members across multiple locations by troubleshooting hardware, software and network issues, managing help desk tickets, documenting problems and solutions, escalating requests, and training end users. The role is based primarily in an administration building and includes overnight work.
Responsibilities
- Log, troubleshoot, diagnose, assign, track and follow up on help desk calls and requests.
- Facilitate issue resolution between end users and IT staff and escalate problems as needed.
- Provide hardware and software support to end users across multiple locations.
- Maintain department documentation, service request files, procedures and training materials.
- Monitor the ticketing system and ensure work orders are assigned, updated and handled properly.
- Train end users to use their systems effectively.
Required Skills
- Hardware troubleshooting
- Software troubleshooting
- Network troubleshooting
- Help desk ticketing systems
- IT service request management
- Issue diagnosis and escalation
- End-user technical support
- Technical documentation
- Application and system documentation
- User training
