Job Description

Helpdesk Technician operating to provide broad-based support to Empire's user community. The position will encompass dynamic responsibilities, including support of existing systems, laptops, desktops, iPads, end-user applications, phones (virtual and physical), and Office 365. The selected individual will work closely with users and other IT professionals to ensure an excellent level of customer service

Major Duties

· Respond to requests for technical assistance in person, via phone, or electronically.

· Diagnose and resolve technical hardware and software issues

· Research questions and problems using available information (online, books, etc.) resources.

· Follow Standard Help Desk Procedures.

· Log all Help Desk Interactions via ITSM

· Administer and use the ITSM tool to keep track of all incidents and service requests.

· Identify and escalate situations req...