Description

You will provide first-line technical support and application troubleshooting for business users.

Responsibilities

• Respond to user inquiries via telephone and email regarding business applications and login issues.
• Diagnose whether issues stem from hardware (modems, printers) or specific application errors.
• Log all requests and escalate incidents to Tier 2 or appropriate technical resources using ServiceNow.
• Research solutions using technical databases and diagnostic aids to resolve user tickets.
• Assist with software installations, updates, and running daily data reports.

Required Skills

• 3+ years of experience answering help desk phone calls and responding to emails.
• 3 years of experience escalating incidents and assigning tickets within ServiceNow.
• 3 years of experience performing computer repairs and installing software or updates.
• 3 years of experience assisting senior technical staff with data acquisition and report running.
• 1 year of experience creating ServiceNow incidents for all incoming requests.
• 1 year of experience with cable clean-up, equipment moving, or data center maintenance.
• Strong written and spoken communication skills for user interaction and status updates.
• Ability to work in a team environment and follow defined quality standards.

Preferred Skills

• Experience with hardware troubleshooting including modems, printers, and cabling.

Key Skills

Education

Any Gradute