Summary

• Processes incoming requests, inquiries, or escalations related to IT support issues. Diagnoses and resolves routine first tier issues involving end-user workstation, remote access, password management, and general IT inquiries.
• Answers service calls and emails.
• Records and prioritizes service requests and maintains ticket tracking for issues.
• Directs requests to other areas in accordance with established guidelines.
• Diagnoses, troubleshoots, and resolves basic issues regarding hardware and or software access, security, reliability, and performance issues.
• Supports Microsoft Office Suite. (Active Directory and remote users.
• Ensures change requirements are documented and assures timely enabling and disabling of user access privileges to protect information technology assets.
• Test various systems, processes and applications to determine compliance within established policy.
• Assists in pushing out new software/hardware to ensure consistency in technical standards.

Required Education

• Minimum High school diploma or equivalent

RequiredExperience

• Minimum of 1 year experience with Windows domain networking, local area networking, and remote access software, VPN, Citrix, Mobile devices and VM technology troubleshooting preferred.

Knowledge,Skills, and Abilities (KSAs)

• Build relationships with internal and external customers
• Ability to maintain composure and customer focus while troubleshooting and solving technical issues