Description

Key Responsibilities

Provide first-level support for IT users and systems

Manage and document incidents, requests, and resolutions within ticketing systems

Maintain accurate and detailed service records

Execute system testing and validation procedures

Support application maintenance activities

Create, organize, and maintain technical documentation

Monitor operational systems and escalate issues when necessary

Deliver exceptional customer service through phone and ticket support

Troubleshoot hardware, software, and network-related issues

Support backup and recovery activities as needed

Preferred Technical Knowledge

Computers and Electronics

Telecommunications Technologies

IT Security Principles

Motorola MCC 7500 Radio Console

Network Standards, Protocols, and Procedures

Operating System Installation and Configuration

Routers, Switches, Bridges, and Network Hardware

Technical Writing and Documentation

Top Priority Skills

ServiceNow / Ticketing System Experience

High-Level Documentation Skills

Excellent Phone Support Experience

Troubleshooting & Incident Resolution

Systems Monitoring & Support

Key Skills

Education

Bachelor's degree