Provide remote Tier 1 support help desk for Windows, Macintosh, iOS and Android operating systems on client issued devices and personal BYOD platforms.
Perform as the default technicians for all Tier 1 service calls.
Elevate Tier 2 issues to on-site technicians when required.
Collaborate with and, if necessary, transfer tickets to on-site staff for issues requiring elevation or in-person support.
Utilize remote access tools (i.e. Splashtop or equivalent) to provide remediation of desktop issues.
Utilize the current IT Service Management (ITSM) ticketing system, properly documenting the solution and include the ITSM component involved and machine asset number.
Track weekly metrics to include: number of calls received, resolved, and escalated; a summary of issue types addressed (tracked with the ITSM components) for use in clients ITACS root cause analysis.
Attend telephonic/Teams meetings as designated.
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Software Development
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