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:

Provide first call resolution.
Escalation of the more complicated issues to the higher level;
Be a true team member ...