Deliver a positive IT support and customer service experience for colleagues who are in need of help with computer hardware, software, peripherals, and accounts.
Daily responsibilities include monitoring and promptly responding to requests received through the internal IT Helpdesk ticketing system.
Effectively resolve IT support issues, triaging issues, and appropriately identifying requests that should be escalated to higher tiers of support.
Specific responsibilities and tasks required in this role are:
Follow-up and update customer status and information via a Helpdesk ticketing system.
Log all Helpdesk interactions and their resolutions.
Reset user passwords and accounts
Escalate to Tier 2 when appropriate to resolve more complex customer issues.
Adhere to certain Key Performance Indicators to measure overall success individually and as a part of a team. Things That Should Be In Your Background:
At least 1 year of experience working directly with customers in a service environment.
Hands on experience with the following IT Systems:
Google Workspace (formerly Google Apps, G Suite)
MacOS and Windows operating systems
Installing, configuring, and troubleshooting software and peripherals on MacOS and Windows
Passion for technology with demonstrated experience.