Job Title

Technical Support 3

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Job Description

  • This is mid-sr level role providing technical Help Desk Support.

    Responsibilities will include:

    * Training with Help Desk staff member on updated processes since last engagement.
    * Monitoring ePlus’ ServiceWise system to determine if tickets are being escalated according to the vendor’s SLA agreement.
    * Ability to quickly learn Elect systems to provide Tier Level 1 support
    * Experience working with ticketing systems – i.e, managing ticket queues, escalating to appropriate workers
    * Experience creating process documentation
    * Experience with generating Help Desk metrics and reports for management
    * Providing software/hardware tech support – e.g., software installations, configuring hardware, etc.
    * Experience working with teleconference tools and MS Office
    * Assisting with special projects – e.g., VITA initiatives
    * Provide Help Desk support duties as assigned.

Tags: design, director, ux

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