Description

Provide Tier I technical support for desktop computers and mobile devices in a remote environment.

Responsibilities

• Analyze, diagnose, and resolve software and hardware issues for end users.
• Manage the full incident lifecycle by entering, classifying, and prioritizing tickets in the Incident Management system.
• Execute troubleshooting steps including reinstalling software, adjusting settings, or recreating user profiles.
• Escalate complex incidents to Tier II or Tier III support groups when necessary.
• Communicate outage status updates to users and document all actions taken within the ticket management system.

Required Skills

• Help Desk Support experience.
• Incident Management procedures.
• Customer Service and Customer Support expertise.
• Ability to troubleshoot software and account issues.
• Strong written and oral communication for ticket documentation and user updates.
• Experience determining business impact and ticket severity.
• Ability to follow documented processes during emergency and planned service outages.

Preferred Skills

• Degree or equivalent professional experience in Business or Information Technology.

Key Skills

Education

Any Graduate