Job Purpose:

Responsible for providing technical support as first level of support to maintain the organization's systems software to ensure optimal performance so that end users can maintain a high level of productivity.

Job Responsibilities:

• Ensure prompt service response through the monitoring and management of the intake of all incidents and support requests through all accepted channels ( phone, email , ticket system / web portal ) .
• Create, Update, and Close tickets in the Limited time to achieve SLA .
• Determine impact and urgency of an incident and support request in order to determine priority.
• Resolve all tickets within scope through use of experience, knowledge base, or peer collaboration.
• Escalate or assign tickets to appropriate resource with complete documentation of all actions and steps taken in any attempt to resolve.
• Record all outages within the ticketing system and send communications as appropriate.
• Document technical knowledge in the form of notes and manuals.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Provide basic “how-to” training to end users and Maintain Active Directory data integrity .
• Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary.