Provide quality remote technical support to employees/end users with inquiries and issues related to hardware, software, media, remote access or other systems.
Troubleshoot workstations and perform tasks such as pushing applications, uninstalling applications and remote assistance
Provide basic network support and security/access administration services (e.g. passwords, employee IDs, etc.).
Use ticketing system to document and track all requests and incidents.
Answer the support phone line and document, triage and resolve requests as appropriate.
Monitor incoming tickets and categorize and triage as appropriate according to documented processes appropriate.
Document solutions and support processes in the Knowledge Base.
Coordinate communications between end users and appropriate IT area(s) as needed.