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Job Summary:
The IT Support Specialist takes charge of coordinating, diagnosing, and troubleshooting incoming employee issues. Offering support services, they assist employees facing technical challenges and information technology issues encompassing desktop, laptop, or network services. Ensuring prompt resolution or escalation, when necessary, they advocate for the customer by directing matters to the appropriate technical personnel. Additionally, they keep management and end-users informed with case status updates and contribute to the development, documentation, and implementation of standard operating procedures and customer service guidelines relevant to IT support.
Responsibilities:
Provides third tier IT support to employees and business resolving moderate to complex problems and tickets as a member of the Help Desk Team.
Responds to escalated employee issues and incidents in a proactive, timely fashion.