Provide 1st level support to the business users, by analyzing and resolving IT problems via phone and remote desktop solutions.Support/troubleshooting of moderately difficult hardware, software, network, mobile device, remote user and phone related issues within a large enterprise environment.1st level identification and escalation of Major Incidents using the approved IT process.Document all work performed through a ticket tracking system and effectively track and route incidents to the appropriate teams within ITAssist in creating knowledgebase articles.Work closely with other support teams including desktop support, NOC, application support, project managers and engineers to resolve technical issues.Stay current with system information, changes and updates.Follow all standard Service Desk policies and procedures.Assist with moving equipment from time to time.Other Supervisor-assigned duties as necessary.
