Job Mission :

• Serve as the first point of data for end users seeking technical assistance.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Walk the end-users through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Determine the best solution based on the issue and details provided by end users
• Experience working with multi-tiered ticket handling/resolution systems.

Duties & Responsibilities:

· Utilize ticket-tracking system to document all support incidents. 

· Creates and maintains, detailed and complete, Helpdesk documentation 

· Reporting of metrics and KPIs for the Helpdesk. 

· Identify opportunities for automation, and assist with the development of automation systems to address those opportunities. 

· Participation with research, planning, scoping, implementation and ongoing support for projects. 

· Participation with maintaining inventory of hardware, software and support assets. 

· Capability to self-motivate, work independently and taking ownership of job responsibilities. 

· Demonstrated End user Service & Troubleshooting skill-sets 

· Enforces IT standards and educate employees about compliance issues. 

· Performs other related duties as assigned