** PLEASE NOTE: THIS IS A TEMPORARY OPPORTUNITY, APPROX 6 MONTHS IN DURATION.
Provides Tier 1 level technical support of operational activities in a desktop computing environment. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job.
Provides first level technical support to internal employee for various ICW applications via telephone, email and support tickets
Interacts with all appropriate departments within IT in order to restore service and/or identify problems
Documents IT Service desk related processes and procedures.
Maintains appropriate service level agreement (SLA) on tickets in Service Now
Build rapport and elicit problem details from external customers.
Perform UAT to ensure problem has been adequately resolved.
Provides support to end users on a variety of issues.
Identifies researches and resolves technical problems.
Responds to telephone calls, email and personnel requests for technical support.
Documents, tracks and monitors the problem to ensure a timely resolution.
Other duties as assigned