Job Overview
- Answer incoming helpdesk calls, emails, and support tickets in a timely manner
- Monitor IT Helpdesk mailbox, review and convert requests to tickets, and assign to appropriate team members
- Provide Level 1 phone, email, remote and on-site support to Spectrum employees and affiliates as required on a variety of desktop hardware and software, telecom and network issues.
- Install and configure software application and systems ensuring they meet company needs
- Enable support for system access, including creating and managing user accounts, operations and software licensing.
- Provide support for mobile devices including configuration and management.
- Document and tracks issues, status and resolution using incident management tools.
- Conduct ticket reviews, statistic reports and execute special projects as required.
- Provide excellent customer service and maintain a positive relationship with end-users
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