Job Description:
- This role provides primary tier one telephone and remote support for user technologies.
- Process work in queued ticketing system, closing or escalating tickets and issues, documenting resolution in ticketing or knowledge management system to help resolve similar problems more quickly in future.
- May serve as backup for walk in or field support.
- May help with light repairs or providing support for internal IT related services.
- Diagnose and resolve computer related problems in hardware, applications, and operating systems, including issues related to installations and configurations.
- Provide primary support to resolve issues relating to computer and printer repair.
- Ensures documentation is accurate and updated regularly.
- May monitor computer lab resources and computing environment for errors and ensure optimum up time of resources.
- Track all client interactions and document work process.
- May support students users in computer labs. Identify opportunities to improve customer satisfaction, technology, and processes and contribute to a team environment by working collaboratively.
- Requires experience troubleshooting tier one Mac and Windows OS and related experience supporting email and desktop applications.
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