Resolve helpdesk service calls using documented procedures.
Support IT staff members on support work.
Manage Help Desk responsibility and resource allocation to maintain 600 users in 35 locations.
Handle routine Help Desk calls to ensure timely resolution as per Senior Management’s Service Level Agreement.
Attend help desk calls in-person and through email, FAX and phone.
Answer help desk lines and troubleshoot through PC DUO remotely.
Support Shift warehouse issues such as packing stations, account maintenance and ACS.
Handle Help Desk ticketing system through Track IT.
Attend support calls, walk-up customers and emails for first level technical support.
Solve routine issues and escalate complex issues based on priority.
Input problems and resolutions into standardized company support center application.
Develop, execute and follow IT operational policies, standards and work instructions for customer support.
Ensure customer satisfaction through continuous status information.
Develop and manage internal and external support documentation.
Monitor critical infrastructure systems through industry standard monitoring tools and systems.