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. Requires 3 or more years of experience in the field of support, help desk or computer technician role. Has knowledge of commonly-used concepts, practices, and procedures within the support or help desk field. Relies on instructions and pre-established guidelines to perform job functions. Works under immediate supervision of client services manager. Primary job functions include answering main help desk phone line and assisting customer with pc and or other computer equipment related questions, creating and assigning tickets in the help desk ticketing system, working with other help desk team members and/or supervisor with project related tasks such as email migrations, new system deployments, network surveying and or troubleshooting outages, new VOIP phone installations, onboarding new customers with pertinent software packages (RMM software, Antivirus or productivity software suites), driving to client sites to assist in troubleshooting a ticket issue or spending the assigned support day onsite as "in-house" help desk personnel, participate in some after-hours or weekend project work and/or troubleshooting emergency issue tickets.
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