Job Description

• Serving as initial point of contact for telephone and e-mail inquiries for internal applications, hardware, printers and remote technology

• Logging, categorizing and actioning all incoming ticket activity in the Helpdesk Desk application

• Following up on any outstanding issues with customers regarding status and closure of incidents/requests

• Manage user accounts updates, password resets

• Troubleshooting and resolve all hardware, software and network problems

• Escalate issues to second and third level support teams

• Document procedures, FAQs, and inventory of assets

• Must be willing to travel up to 10% of time