The Help Desk Technician is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource.

Core Functions

IT Support relating to technical issues involving Microsoft’s core business applications and operating systems. Support of disaster recovery solutions. Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security. Basic remote access solution implementation and support. Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through JIRA service tickets. System documentation maintenance and review in JIRA Confluence. Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages. Assist in the IT procurement process for items like software subscriptions, licenses and hardware. Manage and track software licenses and perform license management where required.  Improve customer service, perception, and satisfaction. Fast turnaround of customer requests. Ability to work in a team and communicate effectively. Escalate service requests that require engineer level support. Enter all work as service tickets in JIRA Service Management.