This position assists customers and end users at onsite or remote locations and operating staff with technical support of desktop computers, applications, and related technology. Interaction with multiple levels of end users, managers, VIPs, and local technical staff is required. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT services is required. “Smart Hands” services and cooperation with subject matter experts to provide support of networking equipment, servers, telecoms and other IT related equipment.

Primary Responsibilities

• Taking end to end ownership of assigned end user incidents and requests, while categorizing, tracking, prioritizing and providing up-to-date status and information to them while utilizing ITSM ticketing tools such as ServiceNow, Remedy, HP Service Manager, or Peregrine Service.
• As onsite “Smart Hands...