Job Overview
- Answer incoming IT support related calls from the staff and aim to resolve these tickets over the phone or teams.
- Manage and resolve user tickets received via email.
- Troubleshoot system installations, perform upgrades and maintenance procedures via azure.
- Create FAQ materials and training manuals for end-users.
- Collaborate with other IT teams and workgroups on projects and initiatives as needed.
- Escalate unresolved issues to the appropriate level of IT support team and work with them to ensure that tickets are resolved in a timely manner.
- Provide recommendations for new software / hardware.
- Collaborate on process improvement ideas and be the end-user voice.
- Assist the IT team with testing software, hardware, and applications.
- Other projects as assigned.
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