**Job Summary**

The Service Desk Representative provides support for basic incident resolution and requests, including initial assessment, triage, research, and resolution of issues related to software products and components. This role is responsible for collecting information via the Service Now ticketing system and escalating issues beyond the scope of resolution when necessary.

**Essential Functions**

+ Offers first-line troubleshooting and support for issues related to hardware, software, networking, and systems. This includes desktops, laptops, mobile devices, printers, and basic network troubleshooting. Addresses and resolves basic incidents and requests; logs all incidents and requests; engages appropriate resources to resolve incidents that are beyond the scope of their ability or responsibility. Adapts and prioritizes with an environment that is subject to rapid fluctuation.
+ Uses the appropriate Service Now categories for logging incidents and ...