Job Type: Contract
Job Category: IT
Job Description
Assures smooth handling of individual problems from call-in through resolution. Practicing Total Contact ownership.
· Responds to inquiries and service requests for assistance with the organizations computer system or PC's via Phone, E-mail and chat queues.
· Identifies problems, troubleshoots and provides 1st level technical support for internal customers for the following: Windows 7 and above, Microsoft Office 2010 and higher, Internet Explorer, Hardware/Software conflicts, remote support via remote control tool (SCCM), VPN connectivity and/or administration, Network connectivity, Wireless connectivity, Telecom and IPhone /IPad connectivity and synchronization, among other applications. (SAP, EDMS, Documentem, etc.)
· Escalates/Coordinates with 2nd level support to resolve problems when necessary.
· Assists peers with troubleshooting, SD processes and procedures.
· Maintains ticket queues by actively communicating with customers and peers.
· Must be able to act with a sense of urgency and commitment to resolve issues under pressure
Required Skills
Data Analyst