Dear Candidate,

Purpose of Position:

Providing first call resolution and actively manage activities surrounding the resolution of IT issue calls to ensure minimal business impact..

Key Skills/Responsibilities:

Provide first call resolution or facilitate resolution to end users by engaging the appropriate parties.

• Technology supported by the help desk, including Windows machines, O365, Azure, and other Microsoft tools.
• Troubleshoot issues related to MAC and VPN sessions on Windows & Macintosh Platform.
• Facilitate escalation for unresolved issues approaching or surpassing the allowable service level.
• Collect and consolidate required information from reporting parties into ticketing system.
• Performs other related duties and assignments as required and as assigned by supervisor or manager.

Job Duties:

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