Interpret, analyze, diagnose, document, and resolve first and second-level customer service problems related to internal supported hardware, software, LANs, and WANs with the objective of closing calls on a first-call basis Research support issues when resolutions are not readily attainable by checking available resources, including but not limited to the incident/problem tracking system, internal websites, software manuals, and other team members/resources. Appropriately escalate problems as required, and monitor resolution progress until the problem is resolved to the caller's satisfaction. Using the incident/problem tracking system, accurately document all incoming calls, keep tickets and customers updated on their issues / requests, and document all call resolutions Keep the Service Desk team and management apprised of any new support issues in a clear and timely manner

Highlights:

• Documentation
• Software
• Security
• Word Processing
• FACETS
• Microsoft Word
• Peripheral Devices
• Services
• Technical Support
• Diagnostic Tools