- 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.