Description

This role involves proactive response and resolution for incidents across the ITS fiber network, roadside devices, and software applications while collaborating with construction teams.

Responsibilities

• Manage Help Desk tickets promptly.
• Respond to customer issues via phone, email, and chat, following up until resolution.
• Document all customer interactions and resolve reported issues.
• Escalate unresolved issues to the next Tier and perform hardware/software changes and repairs.
• Monitor IT requests and maintain computer systems, providing support during outages.

Required Skills

• 5+ years of experience in a help desk environment.
• Proficiency with Windows, Linux, and iOS computers.
• Excellent oral and written communication skills.
• Detail-oriented and highly organized for ticket management.
• Ability to remain calm and professional under stress.
• Resourcefulness to troubleshoot new and critical technical issues.
• Understanding of information security within systems and user devices.
• Ability to work independently with minimal supervision.
• Familiarity with ticketing systems.

Key Skills

Education

Any Graduate